Last updated · December 2025
We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a concern, please first raise it with the partner handling your matter. If you remain unsatisfied, please contact our Client Care Partner in writing:
You will receive written acknowledgement from our Client Care Partner, including the name of the person who will be investigating.
We review your file, speak with the fee-earner who acted for you, and write to you with our findings and any proposed resolution. If we need more time, we will tell you why.
If you remain dissatisfied, you may ask our Senior Partner for a final internal review.
You may take the complaint to the Legal Ombudsman (0300 555 0333 · legalombudsman.org.uk). Normally within 6 months of our final response.
If you are still not satisfied with our final response, or we have not responded within 8 weeks, you may take your complaint to the Legal Ombudsman:
Normally you must refer the complaint to the Ombudsman within 6 months of our final response and within one year of the act or omission, or one year from when you should reasonably have known there was cause for complaint.
Where a complaint relates to our professional conduct or behaviour (such as dishonesty or breach of the SRA Standards and Regulations), you may report it directly to the Solicitors Regulation Authority at www.sra.org.uk.
We will not charge you for handling your complaint.
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