How to raise a concern or complaint.
We want to provide a high-quality service. If something has gone wrong, tell us so that we can investigate and respond.
Making a complaint
Please explain what has happened, the matter or people involved and what you would like us to consider. If a disability or language need affects how you can use this procedure, tell us so that reasonable arrangements can be discussed.
Our timetable
| Step | Target |
|---|---|
| Acknowledge the complaint in writing | Within two working days |
| Consider a meeting or telephone discussion | Within two working days |
| Confirm the outcome of a meeting or call | Within three working days |
| Investigate the issues | Normally within 14 days |
| Write with the outcome | Normally within 21 days |
| Complete the process | Within eight weeks |
Legal Ombudsman
If we have not resolved the complaint within eight weeks, or you are dissatisfied with our final response, you may ask the Legal Ombudsman to consider it. Generally, the complaint must be referred within one year of the problem happening or one year from when you became aware of it, and within six months of our final response.
Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ
Telephone: 0300 555 0333
legalombudsman.org.uk
Solicitors Regulation Authority
The Legal Ombudsman deals with most complaints about service. The SRA can consider concerns about professional conduct, such as dishonesty or misuse of client money. Information about reporting concerns is available at sra.org.uk.