Complaints Procedure  

To meet the requirements in the CLC Code of Conduct, clients must be informed at the outset of their retainer in writing that they are: 

a)   entitled to complain if they are not happy with the work undertaken by their solicitor; 

b)   entitled to complain about their Bill;

c)   they may also be right to object to the Bill or if they are not satisfied with internal investigations of their complaint, they    may     make a complaint to the Legal Ombudsman and/or by applying to the Court for an Assessment of their Bill under Part III of the Solicitors Act 1974

d)   If all or part of the Bill remains unpaid, the firm may be entitled to charge interest. 


Complaints Policy 

The following is our Complaints Policy, which must be sent to all clients if requested.  A copy of the complaints procedure can also be found on our website.

If you have any complaint about the way in which your matter has been dealt with this is the procedure which will be followed:




A complaint is an oral or written expressions of dissatisfaction which alleges that the complainant has suffered (or may suffer) financial loss, distress, inconvenience, or detriment.


We aim to resolve any complaint you have about the service we have given you as quickly as possible.  If you are unable to sort things out with the person who has been dealing with you please contact a Director.


Once we have received your complaint, the Director will write to you within 7 days to explain how your complaint will be investigated if a complete response to your complaint has not been made by that time.  You will be told the latest date by which a complete answer will be given to your complaint (this should be not more than 28 days after we received your complaint).  If you have made the complaint verbally - either at a meeting or on the telephone - we will set out in our full response our understanding of the nature of your complaint


The assessment of the complaint will be based upon a sufficient and fair investigation. We will explain in writing our findings and where the complaint is upheld will offer remedial action or redress. This will be actioned promptly. 


If you are dissatisfied with any aspect of our handling of your complaint, please feel free to ask for a further review of your complaint and the reasons why you were not happy with the out come of our initial response.  You will be told about the conclusion of this review within 28 days.











If after following the review process you remain dissatisfied with any aspect of our handling of your complaint, you may contact directly the Legal Ombudsman to ask them to consider the complaint further:

Tel no: 0300 555 0333  mailto:Website:

Legal Ombudsman
PO Box 6806           

Unless it agrees there are good reasons not to do so, the Legal Ombudsman will expect you to allow us to consider and respond to your complaint in accordance with the procedure set out above in the first instance. You can refer your complaint up to 6 months after you have received our final written response to your complaint. You can also use the Ombudsman service if we have not resolved your complaint within 8 weeks of us receiving it. A complaint can be referred to the Legal Ombudsman up to six years from the date of the act or omission or up to 3 years after discovering a problem. The ombudsman deals with service-related complaints; any conduct-related complaints will be referred to the Council for Licensed Conveyancers.