We want to provide you with the best possible service. However, if at any point you become unhappy or concerned about the service we provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it is often helpful to contact the person who is working on your case to discuss your concerns. If after that you are still not satisfied, you should raise this with Alex Carruthers, or if it concerns a matter for which he is responsible, with Mark Harper. We will address your concerns under the company’s complaints procedure, a copy of which is available on request. We will do our best to resolve any issues. If you would like to make a formal complaint, our full complaints procedure sets out the way in which we will deal with it. Making a complaint will not affect how we handle your case.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

The Legal Ombudsman expects complaints to be made to it within one year of the matter that concerned you, or within one year of your realising there was a concern. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. It requires any complaint to be submitted to it within six months of the end of our complaints process.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Call: 0300 555 0333 between 9.00 to 17.00.
Email: [email protected]
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.