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See our complaint resolution procedure below.



We take very seriously all expressions of dissatisfaction from our clients. This note explains our procedures for handling complaints to ensure that each complaint is dealt with swiftly in an attempt to reach an amicable and satisfactory solution.


Reporting & Investigation Responsibilities

Informal verbal complaints should be addressed to your lawyer in the first instance. It would assist our investigations if you were to fully detail your concerns in writing so there is less room for misunderstanding your concerns and requirements. If you are not satisfied with your lawyers response, you may raise the matter with Julie Bennett, the Partner responsible for formal complaints.


Response Times

Written complaints will be acknowledged in within 3 working days of receipt whereby the name of the person responsible for handling the complaint will be confirmed.  A full reply will be sent as soon as the matter has been investigated and our proposals for dealing with your concerns have been agreed upon.  This may include inviting you to a meeting to discuss your complaint and our proposals for dealing with it. In any case, we will always endeavour to provide a full response within 20 working days.  If that is not possible, an interim response will be given explaining why it is not possible to meet this deadline, when we expect our investigations to be completed and a response finalised. If we have not finalised our response within 8 weeks, you have the right to take your complaint directly to the Legal Ombudsman.


Unresolved Issues

If for any reason the complaint is unable to be resolved between us, the Legal Ombudsman operates a complaint and redress scheme and your complaint may be referred to them.  Further details can be obtained from Julie Bennett and you should refer your complaint in writing to her in the first instance.

The Legal Ombudsman can be contacted by post at Legal Ombudsman, PO Box 6167, Slough, SL1 0EH , or by telephone 0300 555 0333 or by email at

The Legal Ombudsman will normally expect you to have taken the matter through our complaints procedure before he will investigate your complaint. You should normally make your approach to the Ombudsman within 6 months of the final letter from us about the complaint.

From 1 April 2023, the time limits for referring a complaint to the Legal Ombudsman are no later than:

  • one year from the date of the act or omission being complained about; or
  • one year from the date when the complainant should have realised that there was cause for complaint.


Solicitors Regulation Authority

The Firm is subject to the regulation of the Solicitors Regulation Authority solicitors/standards-regulations/. You can also contact the SRA at Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham B1 1RN or by calling their contact centre on 0370 606 2555 (within the UK).

Contact Us

For further information please contact us at