Your Rights to make a Complaint

Our Complaint Procedure

We want to give you the best possible service in dealing with the matter that we are instructed in. However, if at any point you become unhappy or concerned about the service we are or have provided then you should inform us immediately, so that we can do our best to resolve the problem. Initially you should contact the person dealing with your matter to discuss your concerns. If they cannot resolve matters to your satisfaction, then the Complaints partner at the firm is Colin Davidson and if you contact him, he will endeavour to resolve your concerns. He can be contacted by email

You have the right to complain to us.

You can request a copy of the firm’s complaints procedure at any time.

If you raise a complaint, then you will automatically be provided with a copy of this policy.

We shall aim to deal with any complaint that we may receive promptly, fairly, openly and effectively.

Making a complaint

Making a complaint will not affect how we handle your case.

If you need to make a complaint, you should:

  • complain as soon as possible. We will acknowledge and confirm we are investigating your complaint within 14 days.

  • be clear on what the issue is and how you would like it to be resolved.

  • give us up to eight weeks to resolve your complaint to your satisfaction.

Handling and Resolving a Complaint

We will provide you with a written outcome following an investigation into your complaint. If you are not happy with our outcome or we have not provided you with an outcome within 8 weeks you can contact the Legal Ombudsman.

If we cannot resolve your complaint, you can contact The Legal Ombudsman who can help. They will look at your complaint independently.

Before accepting a complaint for investigation, The Legal Ombudsman will confirm that you have tried to resolve your complaint with us first. If you feel your complaint has not been resolved satisfactorily by us, you must make your complaint to The Legal Ombudsman: -

  • Within six months of receiving our final response to your complaint and

  • No more than one year from the date of act or omission being complained about; or

  • No more than one year from the date when you should reasonably have known that there was cause for complaint.

If you would like more information about The Legal Ombudsman, please contact them as follows: -

In certain circumstances, such as having concerns about the way we have dealt with your matter, you consider there may be misconduct, we have lost your money or treated you unfairly because of your age, a disability or other characteristic you may wish to refer the matter to the Solicitors Regulation Authority. The Cube, 199 Wharfside Street, Birmingham B1 1RN.

• Website:

• Phone Number: 0370 606 2555 between 9am to 5pm.

• Online: