Complaints Procedure

We want 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 procedure

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you remain unsatisfied, please contact the Senior Partner, Russell Conway, with the details. Making a complaint will not affect how we handle your case.

What will happen next?

Russell Conway will send you a letter acknowledging your complaint, where necessary asking you to confirm or explain the details. You can expect to receive our letter within 3 working days of the Firm receiving your complaint.

We will open a file for your complaint and record it in our central register.  We will do this within 2 working days of receiving your complaint.

Russell Conway will start to investigate your complaint and send you his detailed reply, or invite you to a meeting to discuss the matter.  He will do this within 10 working days. The complaint investigation will normally involve Mr Conway examining your file and speaking with the person within the Firm who acted for you.  If Mr Conway was acting for you, the investigation will be carried out by his partner Ms Jo Shortland.

If you would like to have a meeting to discuss and hopefully resolve your complaint, we will arrange this within 3 working days of your request.  Within 3 working days of the meeting Mr Conway will write to you to confirm what took place and any solutions he has agreed with you.

If you do not want a meeting, or if it is not possible for any reason, Mr Conway will send you a detailed response to your complaint, including suggestions for resolving the matter.  You will receive this within eight weeks of the firm acknowledging your complaint.

At this stage, if you remain dissatisfied, you can let us know.  We will arrange to review the decision.  This may happen in one of the following ways: Mr Conway, as Investigating Officer, will review the decision personally within 5 working days


We will arrange for Mr Conway’s Partner, Ms Shortland, or someone who is not connected with the complaint, to review the decision.

If you are still not satisfied with the Firm’s decision at the conclusion of the complaints procedure you may refer the matter to the Legal Ombudsman. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

Within six months of receiving a final response to your complaint


No more than six years from the date of act/omission; or

No more than three years from when you should reasonably have known there was cause for complaint.If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

The Solicitors Regulation Authority can also help you 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.  You can raise your concerns with the Solicitors Regulation Authority.