Complaints procedure

We publish this procedure voluntarily. No regulator requires us to have one; we think a service asking for your trust at a difficult time should tell you, in advance and in writing, what happens if something goes wrong.

Step one: tell us

Most concerns are resolved quickly by raising them directly, and we would rather hear about a problem early than have it grow. Email [email protected]. If you prefer to make it formal from the start, say so, and it will be handled under step two immediately.

Step two: formal complaint

Put the complaint in writing to [email protected], telling us what went wrong and what you would like to happen. We acknowledge it within 3 working days. We then investigate and respond in writing within 14 working days, setting out what we found, whether we agree the service fell short, and what we will do about it, which can include an apology, putting the work right, or a reduction or refund of fees. If the investigation genuinely needs longer, we tell you why and give you a new date; the total will not exceed 28 working days.

Making a complaint never affects the handling of your live case, and we keep a record of every complaint and what we did about it.

If we cannot resolve it

We will be straight with you about the limits here. Because we are not regulated by the Solicitors Regulation Authority, the Legal Ombudsman cannot review complaints about our service, and there is no compensation fund behind us. Once our procedure is exhausted, our internal review is final.

None of this affects your legal rights, which remain exactly what they would be against any business, including the right to bring a claim in the county court, where the small claims track covers most fee disputes.