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Complaints Procedure



Our Complaints Policy

We are committed to providing a high-quality legal service to all our clients. When 

something goes wrong we need you to tell us about it. This will help us to improve 

our standards.

Our Complaints Procedure

If you have a complaint, write to us with the details.

What will happen next?

  1. We will send you a letter/email acknowledging your complaint. We will also 

let you know the name of the person who will be dealing with your complaint. 

You can expect to receive our letter within 5 clear days of us receiving your 


  1. We will record your complaint in our central register and open a separate file 

for your complaint. We will do this within 3 clear days of receiving your 


  1. We will then start to investigate your complaint. This will normally (but not 

always) involve the following steps

Within 5 clear days of receiving your complaint we will pass your 

complaint to Lisa Cornish our Client Care partner or if the complaint 

concerns her then the matter will be passed to Christopher Poxamatis.

We will ask the member of staff who acted for you to let the Client 

Care Partner have his or her comments on the complaint you have 


We will then examine their comments and the information in your 

complaint file and also carry out a full review of the file which is the 

subject of the complaint (where appropriate).

  1. We shall then write to you within 21 days of receiving your complaint and all 

relevant information from you, setting out in detail the results of our 

investigation including if appropriate suggestions for resolving the matter in 

the hope that the matter can be resolved without further procedure. If for any 

reason the investigation process requires a longer period we shall let you 

know and provide you with a revised timescale. Complex matters, particularly 

litigious matters may require more time to investigate and prepare a report.

  1. If the matter remains unresolved then we will invite you to meet us to discuss 

and hopefully resolve your complaint. 

  1. Within 7 clear days of any meeting we will write to you to confirm what took 

place and any solutions we have agreed with you.

  1. The Legal Ombudsman can help you if we are unable to resolve your 

complaint ourselves. They will look at your complaint independently and it will 

not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will 

check that you have tried to resolve your complaint with us first. If you have, 

then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving our final response to your complaint;
  • No more than one year from the date of the act or omission being 

complained about; or

  • No more than one year from the date when you should reasonably have 

known that there was cause for complaint.

Tel: 0300 555 0333 



Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

  1. You can also raise a complaint with the Solicitors Regulation Authority