Making a complaint
We do everything we can to get things right first time for our customers. When something goes wrong, we need you to tell us about it as soon as possible. This will help us to improve our service. We’ll work with you to understand what’s happened and find a way to put things right.
What you need to do
Contact us by phone or in writing, telling us:
- Your name, address and the best daytime number to reach you on
- Your matter reference, if you have one
- What you feel has gone wrong (and when it happened)
- How you’d like us to put it right
Please include any other relevant information
Contacting us by phone
Call us on 01925 634681. Our lines are open 9am-5pm Monday to Friday
Contacting us in writing
Write to us at:
20 Bold Street
What happens after you’ve contacted us?
We will record your complaint and do all we can to resolve it as quickly as possible. This may involve calling you.
We will make every effort to resolve your complaint as soon as possible – by no later than 14 days or if resolving the complaint is likely to take longer, we will advise you of the timescale required and the reasons why.
We will keep you informed of our progress throughout and report back to you in writing with the findings and recommendations of the solicitor who will carry out the investigation.
If you are unhappy with our decision and wish to take it further you can ask the Legal Ombudsman to look at your complaint.
The contact details for the Legal Ombudsman are:
The Legal Ombudsman
P.O. Box 6806
Telephone: 0300 555 0333
Any complaints to the Legal Ombudsman must usually be made within six years of the date of our final decision on your complaint. For further information you may wish to contact the Legal Ombudsman.