Complaints Policy

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided 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 contact the individual who is working on your case to discuss any concerns and we will do our best to resolve any issues at this stage. If we have not been able to resolve the problem through discussion and you would like to make a formal complaint, then our complaints policy is outlined below. Making a complaint about a service issue will not affect how we handle your case. We will comply with our regulatory responsibilities at all times.



The following information explains the three stages of our Complaints Procedure.

Stage 1:
Please put your complaint in writing to our Complaints Officer, Tam Gill, at the address above. She will consider your complaint objectively in two parts:
(1)is there a legitimate cause for complaint? and
(2) what is required to remedy it?
She will write to you within twenty one days of receipt your written complaint to advise you of her findings and any action to be taken. She will ask you to confirm in writing if the response is acceptable to you. If it is, the matter will then be finalised.

Stage 2:
If you are not satisfied with the response and no agreement can be reached between this firm and yourself, your complaint and file will be passed to an independent solicitor, Richard Charlton. He works independently of this practice at the following address:

Richard Charlton Solicitors
29 Folkestone Enterprise Centre
Shearway Road
Kent CT19 4RH

He will consider the complaint under the two parts, as above. He will aim to respond within 4 weeks and will advise yourself and this firm of his findings, including any suggested action to remedy the complaint. If this response is acceptable to you, the matter will then be finalised.

Stage 3:
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

1 Within six months of receiving a final response to your complaint


2 No more than six years from the date of the act/omission; or

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

If you would like more information about the Legal Ombudsman please contact them:

Contact details:
Call 0300 555 0333 between 9am to 5pm
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

The Solicitors Regulation Authority can help you if you are concerned about any non-service aspect of the firm. This includes any practice or regulatory issues, which you believe should be considered by the professional regulator of solicitors.

You can raise your concerns with the Solicitors Regulation Authority at