Your rights to make a complaint

Our complaint procedure

Our policy

You have the right to complain to us.  If you have a complaint, please contact Simon Shepherd, our Client Care Partner. You can write to him at Springfield House, 76 Wellington Street, Leeds, LS1 2AY or by email to

You will not be charged for any time spent handling your complaint.

You can request a copy of this complaint procedure at any time. We also issue all clients with a copy of this complaints procedure if you were to raise a complaint.

We shall aim to deal with any complaint that we may receive promptly, fairly, openly and effectively.

Making a complaint

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 person who is working on your case to discuss your concerns and we will do our best to resolve any issues at that stage. Our Client Care Partner is Simon Shepherd whose details are above.

Making a complaint will not affect how we handle your case.

If you need to make a complaint, you should:

  • complain as soon as possible
  • be clear on what the issue is and how you would like it to be resolved
  • give us up to eight weeks to resolve your complaint

Handling and resolving a complaint

We will provide you with a written outcome following an investigation into your complaint.  If you are not happy with our outcome or we have not provided you with an outcome within 8 weeks, you can contact the Legal Ombudsman.

If we cannot resolve your complaint you can speak directly to The Legal Ombudsman who can help. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, The Legal Ombudsman will check that you have tried to resolve your complaint with us first. If that has occurred, you must make your complaint to them: –

  • Within six months of receiving a final response to your complaint
  • No more than one year from the date of act/omission; or
  • Within one year of you realising there was a concern.

If you would like more information about The Legal Ombudsman, please contact them on them as follows: –

In certain circumstances, you could also refer the matter to the Solicitors Regulation Authority. This could be for things like misconduct, losing your money or treating you unfairly because of your age, a disability or other characteristic.