Complaints Procedure

Client Care 

We are committed to maintaining the highest professional standards and providing a high quality legal service to all our clients. A complaint can show us how to do better. If something goes wrong, we want to know about it and put it right as quickly as we can. The aim of our formal Complaints Procedure is to resolve a problem to your satisfaction and to improve the quality of the professional services we provide to you.

If you want to make a complaint, please contact one of our Complaints Officers:

  • Nottingham Office: Becky Finch
    Telephone: 03455 20 30 40
    Address: Ergo House, Mere Way, Ruddington Fields Business Park, Ruddington, Nottingham NG11 6JS
  • Newcastle Office: Denise Veitch
    Telephone: 03455 20 30 40
    Address: Aston House, Redburn Road, Westerhope, Newcastle upon Tyne NE5 1NB

If you have special needs which we should take into account due to language or disability, please let us know. If you do need to complain, we will deal with it following our Complaints Procedure, a copy of which is set out below.

Complaints Procedure

If you do not agree with the outcome of our Complaints Procedure, you can then complain to the Legal Ombudsman. Complaints to the Legal Ombudsman must usually be made within six months of our final response to your complaint.

The Legal Ombudsman can investigate complaints for up to six years from the date a problem occurred or within three years from when you found out about the problem.

The address is PO Box 6806, Wolverhampton WV1 9WJ, telephone 0300 555 0333 or email enquiries@legalombudsman.org.uk.

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