Details of our Complaints Handling Procedure

Whilst we endeavour to provide a high quality legal service for all of our clients, should something go wrong we need you to inform us about it so that we can continue to improve our services for our clients.

You will not be charged for using our complaints procedure.

Our Complaints Procedure

  1. Should you have a complaint, please contact us immediately with the details. You should email or write to our Head of Compliance, Damian Kelly at: ; 33 St Pauls Street, Leeds LS1 2JJ.  If you want our Head of Compliance to telephone you, please leave a message for him to call you by telephoning our Reception.
  2. Please let us know if you need help in making your complaint or if you feel disadvantaged in any way in making your complaint (for example: you are elderly; ill; English is not your first language; or you have a disability). We will do our best to assist you.
  3. Within 2 working days of your complaint being made, we will acknowledge it by letter, tell you who is going to be dealing with it, and give you our timeframe for a full response which will normally be 10- 14 days unless there are any complicating features or matters which might cause delay. We may also ask you to confirm or further explain any details. We will record your complaint on our central register, and open you a separate file.

Investigating Your Complaint

The Head of Compliance will discuss your complaint with the person who acted for you in order that we can reply substantively to you in writing within 10 to 14 days.  We will include any suggestions for resolving the matter with you.

Reviewing A Decision

If you are still not satisfied, then if you wish you can ask the Managing Partner of the firm to review the decision of the Head of Compliance.

Please note that if your complaint is solely about our bill then you do have a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974.  However, please note that as per our terms and conditions if all or any part of a bill remains unpaid the firm may be entitled to charge interest.

Your right to go to the Legal Ombudsman

If matters cannot be resolved to your satisfaction, then any client who is an individual has the right to complain to the Legal Ombudsman at the conclusion of our complaint process. Small businesses, charities, clubs & trusts also have the right to complain to the Legal Ombudsman; please contact the Legal Ombudsman for details.

Prospective clients who consider we have unreasonably refused a service, or persistently offered an unwanted service, may also complain to the Legal Ombudsman.

Please note that you have 6 months from the date of our written response to your complaint to raise the matter with the Legal Ombudsman. However, there are extended time limits of 6 years from the act/omission, or 3 years from when you should reasonably have known of your complaint, that may apply in certain circumstances, accordingly you are advised to contact the Legal Ombudsman on the details set out below and they will be able to advise you of the relevant time limits: –

Telephone:  0300 555 0333


Address: PO Box 6806, Wolverhampton WV1 9WJ.

Your right to complain to the Solicitors Regulation Authority

We are regulated by the Solicitors Regulation Authority (SRA). We are bound to comply with the Principles of the Solicitors Code of Conduct, which set out our professional standards.

If you feel we have not complied with the Principles of professional conduct, then you can apply to the SRA. The SRA always consider allegations of dishonesty or discrimination. You can also report a firm for non-payment of professional fees. The SRA does not have the power to award compensation for poor service, or to reduce or refund your legal fees; if you have a complaint about poor service you should apply to the Legal Ombudsman.

The SRA website provides details on how to make a report to the SRA. You can find a report form on the SRA website and complete the form electronically, or print it and fill it in manually. The form, with copies of supporting documents, should be returned by email to or post to:

Solicitors Regulation Authority

The Cube

199 Wharfside Street


B1 1RN

Alternatively, you can ring the SRA Contact Centre on 0370 606 2555 for advice.