We want to give you the best possible service. However, if at any point you become unhappy with the service we have provided to you or you have concerns about your bill then you should inform us immediately so that we can do our best to resolve the problem for you.
We have a procedure in place which details how we handle complaints which is available on request by calling 020 7614 4030.
We have eight weeks to consider your complaint. If we are unable to help you, then you can have the complaint independently looked at by the Legal Ombudsman.
The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint. If you would like more information about the Legal Ombudsman their contact details are as follows: Visit www.legalombudsman.org.uk
Call 0300 555 0333 between 8.30am to 5.30pm (or +44 121 245 3050 from overseas). Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines. Calls to the Legal Ombudsman are recorded and may be used for training and monitoring purposes.
For minicom call 0300 555 1777
PO Box 6806,
Do not send original documents to the Legal Ombudsman. They will scan any documents you send them to make computer copies and then destroy the originals.
Please note that the Legal Ombudsman service is only available to certain types of clients and organisations. Further information on eligibility and the service offered can be obtained from the Legal Ombudsman by using the contact details provided above.
If you think that we have breached a regulatory obligation or have not complied with the SRA’s code of conduct or principles, you may also complain directly to the SRA.
The SRA has a specific reporting form on its website:
The completed form can be sent by email to: firstname.lastname@example.org or posted to:
199 Wharfside Street,
For guidance on the complaints process, you can call the SRA’s contact centre on 0370 606 2555.
If you are a client and we have made a contract with you by electronic means you may be entitled to use an EU online dispute resolution service to assist with any contractual dispute you may have with us. This service can be found at http://ec.europa.eu/odr
Our email address is email@example.com