Complaints Procedure

Raising a concern

In the first instance, please raise the issue with the person handling your matter. Many concerns are about timing, cost or a decision that has not been fully explained, and can be resolved in a short conversation.

Making a formal complaint

If the matter is not resolved, please set out your complaint in writing using the enquiry form on this website, marked for the attention of the complaints partner. Tell us what happened, when it happened and what you would like us to do.

We will acknowledge your complaint promptly, investigate it and give you a written response explaining our findings and any proposed resolution.

If you are still dissatisfied

If you are not satisfied with our final response, you may be entitled to refer your complaint to the Legal Ombudsman, subject to its eligibility rules and time limits. Time limits apply, so please act promptly.

Our full regulatory details, including our regulator and registration number, will be published on this page once they have been verified. Please ask us directly in the meantime and we will confirm them to you in writing.