Complaints Procedure

Our Complaints Policy and Procedure


We take any complaint very seriously. 


Our policy is to provide a professional, efficient and high-quality legal service to all our clients.  It is however important to have a procedure in place to offer an opportunity to find a resolution to any concerns you may have should anything go wrong. In the event that you have a complaint about any aspect of the running of your claim;


  1. In the first instance please contact your fee earner in writing or by telephone who will endeavor to rectify this. Their contact details are set out in the client care letter we send to you at the outset of your matter. Alternatively, please call us on 01803 299131 and we will provide you with their details.
  2. Should you remain dissatisfied, please put your complaint in writing to our head director, Mr Owen Evans,  and an independent review of your file will be undertaken.  Should the complaint be in relation to Mr Evans, please put your complaint in writing to one of the firm's other directors, being either Mr David Ellicott, Mrs Linda Cane, Mrs Felicity Cotton or Miss Stephanie Teece. We will then;


  1. Send you a letter acknowledging receipt of your complaint within three working days of receiving it. This letter will also set out who will be dealing with your complaint.
  2. We will then investigate your complaint which will normally involve a review of your matter file and speaking to the member of staff who acted for you. We may need to contact you for further information and may if appropriate invite you into the office for a meeting. We will provide you with a response to your complaint in writing, or where appropriate by telephone, within 14 days of us sending the acknowledgment. In the event we require additional time to consider your complaint in full we will advise you of the same.


     3.  If you are still not satisfied with our response, you should contact us again in writing to the person named at the bottom of the outcome letter we send to you, and a review of the decision will be undertaken.  This review should be completed within 14 days of receipt of your letter, and we will contact you confirming our final position on your complaint and explaining our reasons.


      4. If at the conclusion of the complaints procedure you are still dissatisfied you have the right to refer the matter to the Legal Ombudsman. Please note that from 22 January 2024, the Legal Ombudsman's postal address has changed. The contact details for the Legal Ombudsman from 22nd January 2024 are: PO Box 6167,  Slough,  SL1 0EH. Telephone 0300 555 0333. Email: enquiries@legalombudsman.org.uk

 www.legalombudsman.org.uk. The Legal Ombudsman will normally only consider a complaint after we have had the opportunity to resolve the matter directly with you first.  From 1st April 2023 the time limit for referring a case to the Legal Ombudsman will be no later than:


  • within six months of receiving a final response to your complaint and
  • no more than one year from the date of the act or omission being complained about; or
  • no more than one year from the date when you should reasonably have known there was cause for complaint.


 Should you have cause to make a formal complaint about our behaviour or conduct you may also contact the Solicitors Regulation Authority (SRA), who regulate solicitors in England and Wales, whose contact address is The Cube, 199 Wharfside Street, Birmingham, B1 1RN, Telephone: 0370 606 2555. contactcentre@sra.org.uk.  www.sra.org.uk/consumers/problems/report-solicitor 






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