Legal and Regulatory Information

Complaints

We are committed to providing a high-quality service to our clients. If you have any concerns about the work undertaken on your behalf, please inform us.

We take complaints very seriously and will try and resolve your complaint straight away. If you are unhappy with any aspect of our service, please contact the person dealing with your matter or our Complaints Partner, Mark Eyles.

We aim to resolve your complaint within seven days. If this is not possible, we will acknowledge your complaint within 7 days and respond to your complaint within 28 days. Occasionally this may not be possible, but if this is the case we will explain why.

Once you have our final response, if you remain unsatisfied, you can make a complaint to the Solicitors Regulation Authority and following their investigation the Legal Ombudsman.The Solicitors Regulation Authority can help you if you are concerned about our behaviour, such as dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristics. You can raise your concerns with the https://sra.org.uk/consumers/problems/report-solicitor.page

Details of the Legal Ombudsman's services and the eligibility of complainants can be found at www.legalombudsman.org.uk. The Legal Ombudsman can be contacted by post at PO Box 6806, Wolverhampton WV1 9WJ or by telephone on 0300 555 0333. Any complaint to the Legal Ombudsman must normally be made within six months of the date of our final written response to your complaint. In addition, please be aware that the Legal Ombudsman will not accept your complaint if:

(a) more than six years have elapsed from the date of the act or omission giving rise to the complaint; or
(b) more than three years have elapsed from the time when you should reasonably have known there was cause for complaint; or
(c) the date of the alleged act or omission giving rise to the complaint, or the date when you should reasonably have known there was cause for complaint, was before 6 October 2010.

If we are unable to resolve your complaint and you are a consumer (ie you have instructed us for purposes outside your trade, business, craft or profession) and your complaint relates to a contract we entered into online or by other electronic means, you may be able to submit your complaint to a certified alternative dispute resolution provider in the UK via the EU ODR Platform (ec.europa.eu/odr). Our e-mail address is This email address is being protected from spambots. You need JavaScript enabled to view it. Please note however we do not intend to use this service if you are able to use the Legal Ombudsman.