Complaints Procedure

The Legal Ombudsman service is responsible for ensuring that complaints are dealt with appropriately. However, before any complaint to the Ombudsman you must first try to resolve it with us in the first instance.

Please email and include ‘Service Complaint’ in your subject heading. As for the information which you should include, the Legal Ombudsman website offers some useful guidance and suggested letters.


Any complaint to us should be raised with us promptly but in any event within one year.

You must allow us 8 weeks to deal with your complaint but if the matter is not resolved and you remain dissatisfied, you may write to and involve the Legal Ombudsman.  For more information about how the Legal Ombudsman works please visit the Legal Ombudsman website.

Any complaint to the Legal Ombudsman must normally be made within six months of the date of the conclusion of the complaints procedure with us.

Other complaints bodies

In addition to the Legal Ombudsman, other complaints bodies can also help resolve complaints about legal services. These include:  Ombudsman Services, ProMediate, Small Claims Mediation and the European Online Dispute Resolution Platform.

Ultimately, in respect of regulated advice services complaint may also be made to the Solicitors Regulation Authority.