Complaints Procedure

In the unfortunate event that you need to make a formal complaint, we will send you a letter acknowledging receipt of your complaint within 2 working days of us receiving the complaint, along with a copy of the Complaints Handling Procedure. Your complaint will be investigated free of charge and you will then be invited to discuss and hopefully resolve the matter. This will be done within 28 days of us sending you the acknowledgment letter.

Where it is not convenient for you to attend such a meeting, we would seek to discuss the results of our investigation with you over the telephone.  Again, we would try wherever possible to do this within 28 days of us sending you the acknowledgement letter.

Within 14 days of the meeting or the telephone conversation discussing the findings of the investigation, Claire Holland will write to you to confirm the points discussed in the meeting / telephone conversation and set out any solutions she proposes for the resolution the situation.

Where we are not able to meet to discuss your complaint and it is not convenient for you to receive a telephone call to discuss it, you will receive a letter from Claire Holland confirming the findings of the complaint investigation and setting out any solutions she proposes for the resolution of the situation.

The letter from Claire Holland setting out the proposals to resolve the situation will ask whether or not you agree with the proposed solution and ask you to confirm this either by telephone, letter or email.

Where you confirm that you are still not satisfied with our response, we will review our decision and the proposed solution that arises from it. We will then write to you within 28 days of us receiving confirmation that you are still not satisfied with our findings and proposed solution, confirming our final position on your complaint and explaining our reasons.

If you are still not satisfied by our final response letter to your complaint, or more than eight weeks has elapsed since your original complaint to us, you have the right to refer your complaint free of charge to the Legal Ombudsman who will review it independently.  You must refer your complaint to the Legal Ombudsman within six months of receiving our final response letter to your complaint and this must be within six years from the date of the act or omission that gave rise to the complaint or three years from when you should reasonably have known there was cause for complaint (only if the act took place more than six years ago).

The contact details for the Legal Ombudsman Service are Website: Telephone number 0300 555 0333 between 8:30 am and 5:30 pm.  For minicom call 0300 555 1777.  Email:  By post: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ .

 Alternative Dispute Resolution (ADR) bodies such as the ADR Group who are situated at 160 Fleet Street, London EC4A 2DQ. Email address:  Website:  Telephone Number: 02036005050 and ProMediate (UK) Limited who are situated at Brow Farm Top Road, Frodsham, WA6 6SP.  Email address:  Website: Telephone Number: 02036213908 exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.  Please note that we do not engage in ADR as we believe the complaint investigation services offered by CILEx Regulation and the Legal Ombudsman are more appropriate.  The timescale for contacting an ADR organisation is twelve months.

CILEx Regulation will investigate free of charge, any allegations of misconduct made against members of CILEx.  A complaint of this type must be made within 12 months of the event that gave rise to the complaint or within 12 months of the complainant having knowledge of the events which gave rise to the complaint, whichever is the greater. You can contact CILEx Regulation at Kempston Manor, Kempston, Bedford MK42 7AB.  Telephone number: 01234 845770.  Email:

Please note that this firm does have Professional Indemnity Insurance in line with the requirements of CILEx Regulation.  We currently have Professional Indemnity Insurance cover up to £2m for any one claim with Axis Speciality Europe SE.