Complaints process

Our clients generally prefer to make an enquiry or an informal complaint as it often results in their concerns being resolved more quickly, usually by telephone within a few days. If you have any concerns please raise them initially with the person and/or their team who are handling your case.

If you would like to raise this further or want to talk to someone other than the person dealing with your case, you can contact our Customer Service Team 0333 456 0707 and they will be more than happy to help you resolve your issue.

If you are still dissatisfied with our response and you would prefer us to conduct a formal investigation, please follow the procedure below.

How to make a formal complaint

If you have a formal complaint, please write to us with the details, addressing your letter to:

Alison Saul
Director of Personal Injury
No.1 Europa House
Conway Street
CH41 4FT.

Our complaints procedure must be accessible by all, so if you are unable to detail your complaint in writing or need some assistance in doing so, please contact the Customer Service Team on 0333 456 0707 to discuss alternative ways of communicating with us.

What happens next?

  1. Formal complaints will be recorded in our central register within 24 hours and we will send you a letter acknowledging your complaint within 2 days of us receiving it.
  2. Your complaint will be investigated by the Director of Personal Injury We will ask you to provide additional information if we feel it is necessary to help us properly investigate your complaint.
  3. Once we have spoken to any relevant parties, examined all relevant files and concluded our investigation, we will send you, within 21 days of acknowledging your complaint, a detailed written response which will include our suggestions for resolving your complaint.
  4. Should you remain dissatisfied following review of your complaint, we will remind you of the Legal Ombudsman’s details should you wish to contact them.
  5. If we have to change the timescales above, we will let you know and explain why.

Further advice or assistance

Once you have been through all of the stages of the complaints procedure, if you remain dissatisfied, you can appeal to the Legal Ombudsman who will independently investigate complaints of injustice arising from legal services.

For further information please visit their website at, call them on 0300 555 0333 or write to them at:

Legal Ombudsman
PO Box 6806

Complaints to the Legal Ombudsman must be made within six years of us being unable to resolve a complaint to your satisfaction or three years of you finding out there was a problem with the service your received, otherwise they may refuse to look at your complaint.