Our complaints policy

We are committed to providing a high-quality legal service to all our clients and hope that our clients will never have reason to complain about our service or costs. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

We make all endeavours to resolve complaints within the department handling your case. You should look at the “Client Care” letter that you were sent at the start of your case. It will name the person in the firm to whom you should address your complaint.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.

  1. We will then investigate your complaint. This will normally involve passing your complaint to our client care manager Mr S.Saini who will review your matter /file and speak to the member of staff who acted for you.

  1. Mr S. Saini will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.

  1. Within three days of the meeting, Mr S. Saini will write to you to confirm what took place and any solutions he has agreed with you.

  1. If you do not want a meeting or it is not possible, Mr S. Saini will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

  1. At this stage, if you are still not satisfied, you should contact us again and we will arrange for meeting to review the decision and provide an appropriate alternative such as review by another local solicitor or mediation to review the decision.

  1. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

  1. If you are still not satisfied, you can then contact the Legal Ombudsman about your complaint at:

Legal Ombudsman,

PO Box 6806,



Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at

  1. The Solicitors Regulation Authority deals with cases where firms or those they regulate have breached the SRA Principles. If your complaint has not been resolved and the Legal Ombudsman thinks your case involves a breach of the SRA Principles then the Legal Ombudsman will refer your case to the SRA.