Complaints Policy

1. We are committed to providing a high-quality legal service.

2. We acknowledge that we may not always get it right so if something has gone wrong we need you to tell us.

3. How do I make a complaint?

3.1 You can contact us by sending an email to
3.2 To help us to understand your complaint, and in order that we do not miss anything, please tell us:
3.2.1 your full name and contact details
3.2.2 what you think we have got wrong; and
3.2.3 what you hope to achieve as a result of your complaint

4. How will you deal with my complaint?

4.1 We will write to you within 2 working days acknowledging your complaint.
4.2 We will investigate your complaint. This will usually involve:
4.2.1 reviewing your complaint
4.2.2 speaking with the person who provided the services to you
4.3 We may also need to ask you for further information. If so, we will ask you to provide the information within a specific period of time.
4.4 We will update you on the progress of your complaint at appropriate times.
4.5 We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 21 days of the date of our letter of acknowledgement.

5. What will it cost?

5.1 We will not charge you for handling your complaint.