Complaints Policy & Procedure

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we provided, including complaints concerning our bill then you should inform us immediately so that we can do our best to resolve the problem.

In the first instance, it may be helpful to raise any client care issues with the person who is working on your case allowing them the opportunity in resolving the matter with you. 

If you wish to then formally complain then please contact the Managing Solicitor, Mr Imad Elias by telephone on 0044 (1202) 051222 or by email

Making a complaint will not affect how we handle your case and you will not be charged for the time spent in handling your complaint. 

Once we receive your complaint, we will acknowledge receipt within seven days and an investigation and independent review of your matter will take place. 

Within 8 weeks, we will reply to you advising you of our views and steps we have taken to resolve your complaint. 

If you are dissatisfied with the resolution provided you may take your complaint to the Legal Ombudsman.  

The Legal Ombudsman 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 and that you are entitled to refer a complaint to them. You must take your complaint to the Legal Ombudsman within a certain period of time:

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; 


No more than three years from when you should reasonably have known there was cause for complaint.

 If you require more information about complaining to the Legal Ombudsman or if you wish to contact them, the details may be found at

For certain circumstances such as dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic you may also raise your concerns with