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Complaints Procedure


We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service that we provide to you then you should inform us immediately so that we can do our best to resolve the problem for you. In the first instance it may be helpful to contact the lawyer who is working on your case to discuss any concerns and we will do our best to resolve any issues at this stage. If you feel that you would like to make a formal complaint then you can access our full complaints procedure here.

If we are unable to resolve the complaint with you then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates problems about poor service from lawyers.

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 and 
  • Six years from the date of act/omission; or
  • Three years from when you should reasonably have known there was cause for complaint (only if the act took place more than six years ago).

The act or omission, or the date when you should have reasonably known there was cause for complaint, must have been after 5 October 2010.

If you would like more information about the Legal Ombudsman please contact them.

Contact details:

Visit www.legalombudsman.org.uk

Call 0300 555 0333 between 8.30am to 5.30pm. For minicom call 0300 555 1777.

Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01or 02) from both mobiles and landlines. Calls are recorded and may be used for training and monitoring purposes.

Email enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ