Complaints Procedure

We are confident in our ability to provide a high quality service. All of the firm’s lawyers are obliged to attempt to resolve any problems that you may raise about the service that we provide and therefore initially you should explain any concerns that you have to the lawyer advising you immediately.

If the problem cannot be resolved in this way or if you prefer to discuss the problem with someone else, you should contact our Chief Executive, Andrew Chalkley, who will agree with you the best means to resolve the problem. This includes any issues or concerns that you may have in respect of our fees and other charges. His email address is

We will try to resolve the problem as quickly as possible and usually within twenty-eight days.

If you are not happy with the outcome, you may refer the problem to the Legal Ombudsman whose address is PO Box 6806, Wolverhampton WV1 9WJ or he can be contacted by telephone on 0300 555 0333 or by email at Information about the Legal Ombudsman can be found at

In addition you may also have the right to object to our charges by applying for an assessment of them in court or tribunal cases. The procedure is set out in sections 70, 71 and 72 of the Solicitors Act 1974.

If for any reason we are unable to resolve the problem between us, further complaints and redress mechanisms are provided through the SRA and the Legal Ombudsman as stated above. Alternatively you may access the Online Dispute Resolution Platform (“ODR Platform”), being an alternative dispute resolution forum operating entirely online. The ODR Platform may be accessed through this link:

I have to say I was extremely impressed with the service in what was a very difficult time for myself and my family. The advice and support I had from the team was fantastic and invaluable. They put mine and my wife's mind at rest on many occasions and got a great result for us. Thank you from all of us.

Mr Horne

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For more information or to speak to one of our experts, please call 0118 952 7201