Complaints Policy

Our Complaints Policy

We are committed to providing a high-quality legal service to all our clients.

If you are a client and have a concern about any aspect of our work for you, in the first instance please contact the solicitor handling your case with the details and we will do the best we can to resolve the issue.

If you are unhappy with the initial response please contact Deborah Hatton, the firm’s owner.

We have eight weeks from receiving details of your complaint to respond.   

 If you are not happy with our response, you can then refer the complaint to the Legal Ombudsman who considers issues arising from the delivery of service by a regulated law firm to their client.

Their details are as follows:

PO Box 6806
Wolverhampton
WV1 9WJ
Telephone Number – 0300 555 0333
Email – enquiries@legalombudsman.org.uk

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us (written includes by email) and the act or omission about which you are complaining occurred less than six years ago, or three years from when you became aware of it.

If the complaint is about our conduct during your case with us the appropriate body is the Solicitors Regulation Authority (SRA).  Their details are as follows:

The Cube
199 Wharfside Street
Birmingham
B1 1RN
Telephone Number – 0370 606 2555
Email – contactcentre@sra.org.uk

Please note only clients of a firm can complain to the Legal Ombudsman or the SRA, not others involved in a case.