Complaints Procedure

Complaints Procedure

We are confident that we shall give you a high-quality service in all respects. In the event of a problem, which could include a complaint about our invoice, you are entitled to complain.

If you have any queries or concerns about any aspect of our service, please raise them first with the Matter Partner. If the Matter Partner does not resolve the problem to your satisfaction, or if you would prefer not to raise the issue with the Matter Partner, then you should contact Mark Smith, our Compliance Partner.

We shall try to resolve any problem quickly through our internal complaint’s procedure, a copy of which is available on request. It is important you raise any concern with us as soon as possible because we value you as a client and would not wish to think you have any reason to be unhappy with us.

At the conclusion of our complaints process, you are entitled to complain to the Legal Ombudsman, which has formal powers to resolve complaints about lawyers. The legal Ombudsman’s contact details are as follows: Tel:  0300 555 0333 and 0121 245 3050 Email:  Website:  Address: PO Box 6806, Wolverhampton WV1 9WJ

There are time limits for making a complaint to the Legal Ombudsman, details of which are set out in Rule 4 of the Legal Ombudsman Scheme Rules, which can be found at

You may have a right to object to our invoice(s) by applying to the Court for an assessment of our invoice(s) under Part III of the Solicitors Act 1974. The Legal Ombudsman may not deal with a complaint about an invoice if you have applied to the Court for an assessment of that invoice.