Complaints Policy

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues.

If you cannot resolve your concerns and would like to make a formal complaint, then you can do so by contacting our Managing Director, Samantha Bushell, please read our full complaints procedure below.

We notify all clients in our Terms of Business letters of their right to complain. 

How to complain

You can make your complaint to the team who are dealing with your matter or to the Managing Director who is the firm’s Complaints Director.

How we will deal with your complaint

Stage 1

Where a complaint is identified staff must inform the Managing Director (who is the firm’s Complaints Director) and the HR Manager that a complaint has been received. The HR Manager will open up a new complaint file and enter the complaint onto the central register.

The HR Manager will send  an acknowledgement letter within 3 days of receipt of the complaint, advising you that you will receive a response, following a full investigation into your complaint, within the 8 week period allowed for under the Legal Ombudsman’s (LeO) Scheme Rules.

A copy of this procedure will be enclosed.

The firm will conduct an investigation into the complaint and send the results of this investigation to you, on behalf of the Complaints Director.

Stage 2

If you are not happy with the Stage 1 response, you can request that the matter be reviewed by the Managing Director.

All Stage 2 complaints will be responded to by the Managing Director, in writing, within 10 working days of receipt and will advise you that you can make further representations to them and that if the matter cannot be resolved that you have the right to refer the matter to the Legal Ombudsman.

Stage 3

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint


  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.


Call: 0300 555 0333 between 9.00 to 17.00.


Write to: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.