We take all complaints seriously and aim to resolve them fairly and promptly.
In the first instance, please raise your concern directly with the solicitor handling your matter. Many concerns can be resolved quickly through direct communication. You can reach us at:
📍 75 Cottenham Park Road, West Wimbledon, London SW20 0DR
If your concern is not resolved to your satisfaction, you may submit a formal written complaint to our Principal Solicitor, Michael Brawn:
Please mark your complaint clearly and include: your full name and matter reference number; a clear description of your concern; what you would like us to do to resolve the matter.
We will acknowledge receipt of your complaint in writing.
We will conduct a thorough investigation and provide you with an initial response or update.
We aim to send you a full written response addressing your complaint. If we need more time, we will let you know.
If you remain dissatisfied after receiving our final written response, or if eight weeks have passed since you first complained without resolution, you may refer your complaint to the Legal Ombudsman:
✉ enquiries@legalombudsman.org.uk
📍 PO Box 6806, Wolverhampton, WV1 9WJ
Important time limits: You must refer your complaint to the Legal Ombudsman within one year of the act or omission you are complaining about, or within one year of when you should reasonably have known there was cause for complaint. You must also refer your complaint within six months of receiving our final response.
If you are concerned about our conduct or professional behaviour (rather than the quality of our service), you may report concerns to the Solicitors Regulation Authority (SRA) at sra.org.uk or by calling 0370 606 2555.
We are committed to resolving complaints as fairly and efficiently as possible. In addition to the Legal Ombudsman, alternative dispute resolution (ADR) schemes may be available. If an ADR scheme applies to your complaint, we will inform you of this in our final response.