Telephone: 01242 235202
Opening hours: 9am - 5pm Monday to Friday
We have a temporary phone fault. If you not been able to get a reply on our main number please try: For Conveyancing 07518 629 862 or 07518 629 864 | Wills or Family 07518 629 596 | Probate: 07518 629 866
Telephone: 01242 235202

Complaints Procedure

Our priority is you and we aim to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

Our Complaints Policy

Most of our clients tell us they are delighted with our service, but we realise that very occasionally we do not reach the high standards we aim for.

Our Complaints Procedure

If you are unhappy about any aspect of the service you have received or about the bill, please contact our client care director Laura Srodon or another director on 01242 235202 or by email at or by post to our office.

What will happen next?

If you have made a complaint which we think can be dealt with informally, we will arrange for the Director responsible for the relevant department will contact you as quickly as possible to try to resolve the problem. We will record the complaint in our central register. If we are unable to resolve the complaint informally, or we consider it is not appropriate to do so, then we will use our formal complaints procedure – see below.

Formal Complaints Procedure:

1. We will send you a letter or an email acknowledging your complaint and asking you to confirm or explain the details set out if necessary. We will also let you know the name of the person who will be dealing with your complaint, who will normally be the Director responsible for the relevant department. You can expect to receive our letter within 3 working days of receipt of your complaint.

2. We will record your complaint in our central register.

  • We will then start to investigate your complaint. This will normally involve the following steps: • We will pass your complaint to Laura Srodon, our client care director, promptly.
  • She will ask the Director with responsibility for the relevant department, to reply in writing to your complaint, normally within 21 days.
  • Before replying, we may invite you to a meeting to discuss your complaint.

4. If you are still not satisfied you can contact us again. Laura Srodon or another director of the firm, who has not been involved with your complaint, will then review our initial decision, and will tell you the outcome of the review within 21 days.

5. If your complaint concerns Laura Srodon, then your complaint will be dealt with by Simon Greener. Any review of Simon Greener’s initial decision will be dealt with by another director of the firm.

6. We hope that we will be able to resolve any complaints satisfactorily by first using our complaints procedure. However, if you remain unhappy with our response, then you can refer your complaint to the Legal Ombudsman, an independent complaints body established under the Legal Services Act, who can investigate complaints about the legal service you have received from us.

After complaining to us

6.1 Ordinarily, you cannot use the Legal Ombudsman unless you have first used the our complaints procedure.

Time limit from our final response

6.2 But you can use the Legal Ombudsman if:

a) your complaint has not been resolved to your satisfaction within eight weeks of being made to us; or

b) the ombudsman considers that there are exceptional reasons to consider your complaint sooner, or without it having been made first to us; or

c) where the ombudsman considers that in-house resolution is not possible due to irretrievable breakdown in the relationship between us and you.

6.3 For example, the ombudsman may decide to consider your complaint where we have refused to consider it, or where delay would harm you.

6.4 a) This time limit applies only if our written response to a complaint included prominently:

  • an explanation that the Legal Ombudsman was available if you remained dissatisfied;
  • full contact details for the Legal Ombudsman; and
  • a warning that the complaint must be referred to the Legal Ombudsman within six months of the date of the written response;

b) If (but only if) the conditions in (a) are satisfied, you must ordinarily refer your complaint to the Legal Ombudsman within six months of the date of that written response.

Time limit from act/omission

6.5 Ordinarily, you must refer your complaint to the Legal Ombudsman no later than:

- one year from the act/omission; or

- one year from when you should reasonably have known there was cause for complaint.

6.6 In relation to 6.5:

a) where a complaint is referred by a personal representative or beneficiary of the estate of a person who, before they died, had not referred the complaint to the Legal Ombudsman, the period runs from when the deceased should reasonably have known there was cause for complaint; and

b) when the complainant (or the deceased) should reasonably have known there was a cause for complaint will be assessed on the basis of the complainant’s (or the deceased’s) own knowledge, disregarding what the complainant (or the deceased) might have been told if they had sought advice.

Ombudsman extending time limits

6.7 If the ombudsman considers that it is fair and reasonable in all the circumstances, they may extend any of these time limits to the extent that they consider fair.

6.8 For example, the Ombudsman:

a) might extend a time limit if you were prevented from meeting the time limit as a result of serious illness; and

b) is likely to extend a time limit where the time limit had not expired when you raised the complaint with us.

The Legal Ombudsman’s contact details are:

Telephone: 0300 555 0333, Minicom: 0300 555 1777


Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH


Revised May 2024

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