Complaints Procedure

Our Complaints Policy

We are committed to providing a high-quality legal service to all our clients. 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.

What will happen next?

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

2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Nassreen Ali, who will review your matter file and speak to the member of staff who acted for you.

3. Nassreen Ali will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter.

4. Within three days of the meeting, Nassreen Ali will write to you to confirm what took place and any solutions she has agreed with you.

5. If you do not want a meeting or it is not possible, Nassreen Ali will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner to review his decision to review the decision.

7. 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.

8. If you are still not satisfied, you can then contact the Legal Ombudsman.

9. The Office of the Legal Ombudsmen came into effect on 06 October 2010. We very much hope that you will have no cause to complain but at the end of the firm’s internal complaints process you will have a further right to complain to the Legal Ombudsmen at PO Box 15870 Birmingham, B30 9EB, telephone 0300 555 0333 to consider the complaint. Normally, you will need to bring a complaint to the Legal Ombudsmen within 6 months of receiving a final written response from us about your complaint.

10. You may find the template letter on the Legal Ombudsman’s website useful (http://www.legalombudsman.org.uk/). We prefer to receive your complaint by post or email as we can then make sure we reply to all the points you raise.

11. The Legal Ombudsman is an independent and impartial lay body for members of the public who wish to make a complaint about a solicitor who has acted for them. It operates within a regulatory and disciplinary framework set, monitored and enforced by the regulatory body for solicitors, the Solicitors Regulation Authority (“SRA”). The Legal Ombudsman also works closely with the Law Society, the body that represents solicitors in England and Wales.

12. Before it will consider a complaint, the Legal Ombudsman generally requires that a firm's internal complaints procedure has been exhausted with the client. If the Legal Ombudsman is satisfied that the firm's proposals for resolving a complaint are reasonable, it may decline to investigate further. You should bring your complaint to the Legal Ombudsman within six months of our final internal complaints procedure response and within six years of your grounds for dissatisfaction arising or three years from the deemed date of knowledge of those grounds.

13. The Legal Ombudsman may: (a) investigate the quality of the professional service supplied by a solicitor to a client; (b) express a view on whether the solicitor's charges are found reasonable; or (c) refer allegations that the solicitor has breached rules of professional conduct to the SRA.

14. The Legal Ombudsman will not: (a) determine complicated issues of fact or law which can only be decided by a Court; or (b) give legal advice or tell a solicitor how to handle a case; or (c) review the outcome of a court case.

15. The Legal Ombudsman's website can be found at www.legalombudsman.org.uk. They can be contacted by email at This email address is being protected from spambots. You need JavaScript enabled to view it., by post at Legal Ombudsman, PO Box 6806,  Wolverhampton, WV1 9WJ or by telephone on 0300 555 0333 (between 9:00am and 5:00pm).

16. Alternative complaints bodies (such as Ombudsman Services, ProMediate and Small Claims Mediation) exist which are competent to deal with complaints about legal services should both you and this firm wish to use such a scheme. If you are not satisfied with the outcome of your complaint in relation to our invoice you may also apply to the Court for an assessment of the invoice under Part III of the Solicitors Act 1974 but you will be responsible for the costs of such assessment if the invoice is not reduced.

17. Alternatively, if you consider that we have breached a regulatory obligation, you may refer the matter directly to the SRA here:https://www.sra.org.uk/consumers/problems/report-solicitor/. The postal address is Solicitors Regulation Authority The Cube 199 Wharfside Street Birmingham B1 1RN. You may also telephone them on 0370 606 2555 or email them at This email address is being protected from spambots. You need JavaScript enabled to view it..