Complaints Procedure

We try very hard to provide a high quality of service, however, from time to time misunderstandings do occur. If you have a concern about the way your matter is dealt with, please first speak with your caseworker who is the person who is principally dealing with your case. If the matter cannot be resolved, please refer the complaint to the file supervisor. If, however, you would prefer to speak to any other member of staff, please do not hesitate to do so.

If you would like to speak to or contact someone other than the caseworker, please contact Rob Chandler. If you would prefer to contact someone else, please contact Elena Jacobs. If you feel that the matter has not been resolved to your satisfaction, you can bring a complaint to the attention of the Legal Ombudsman if you are not happy with our work or service and need to put things right.

Contact details:

Tel: 0300 555 0333 between 9am to 5pm.
Write to: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

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 a final response to your complaint;
No more than six years from the date of act/omission; or
No more than three years from when you should reasonably have known there was cause for complaint.

The Solicitors Regulation Authority could also help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns with the Solicitors Regulation Authority on their website You can also telephone 0370 606 2555.