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Personal Professional Prompt

Complaints Policy

Our Complaints Policy

We are committed to providing a high quality legal service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.  We aim to deal with complaints promptly, fairly, openly and effectively.

Our Complaints Procedure

If you have a complaint, please contact us with the details.

What Will Happen Next?

 We will send you a letter acknowledging receipt of your complaint within three days of us receiving the complaint, enclosing a copy of this procedure.

  1. We will then investigate your complaint.  This will normally involve passing your complaint to Martin Elliott (Solicitor) who will review your matter file and speak to the member of staff who acted for you.
  2. Martin Elliott with then invite you to a meeting to discuss and hopefully resolve your complaint.  He will do this within 14 days of sending you the acknowledgement letter.
  3. Within three days of the meeting, Martin Elliott will write to you to confirm what took place and any solutions he has agreed with you.
  4. If you do not want a meeting or it is not possible, Martin Elliott will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  5. At this stage, if you are still not satisfied, you should contact us again and we will arrange for Martin Elliott to review his decision.
  6. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  7. If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ about your complaint.  Any complaint to the Legal Ombudsman must usually be made within six years of the date of the act or omission which is the subject of the complaint or within three years from when you should have known about the complaint.  For further information, you should please contact the Legal Ombudsman (0300 555 0333 or email to This email address is being protected from spambots. You need JavaScript enabled to view it.)  The Legal Ombudsman website is www.legalombudsman.org.uk
  8. If we have to change any of the above timescales, we will let you know and explain why.

We have eight weeks to consider your complaint. 

If you remain dissatisfied at the end of our complaints process, you would then be at liberty to contact the Legal Ombudsman provided that you are an individual, a personal representative of a deceased person, a “micro-enterprise” (having fewer than 10 employees and an annual turnover or assets not exceeding 2 million Euros), a charity or club/association with annual income of less than £1 million, or a trustee of a trust with assets of less than £1 million.

The Legal Ombudsman is an organisation which investigates complaints about poor service from lawyers.  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:-

Website: www.legalombudsman.org.uk

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Telephone: 0300 555 0333 between 8.30am to 5.30pm (calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 and 02) from both mobiles and landlines.  Calls are recorded and may be used for training and monitoring purposes.

For minicom call 0300 555 1777

Postal address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Alternative Complaints Bodies

Alternative complaints resolution bodies also exist and are competent to deal with complaints about legal services, should both you and our firm wish to use such a scheme at the end of our internal complaints process.  They provide Alternative Dispute Resolution (ADR) services.  Small Claims Mediation is one such body, details of which can be found at www.small-claims-mediation.co.uk ; and another is Ombudsman Services detail of which can be found at www.ombudsman-services.org  Under the provisions of the EU Directive on Consumer Alternative Dispute Resolution, to pursue this process you would have to be a “consumer”, namely an individual acting for purposes which are wholly or mainly outside your trade, business, craft or profession.