Complaints

Our complaints procedure

We want to get things right. If you're unhappy with our service or our bill, please tell us. Making a complaint is free, and it won't affect how we treat you or your documents.

Step 1: tell us

Contact Furqan Haider, who deals with all complaints, by email at [EMAIL], by phone on [PHONE] or by post to [ADDRESS]. Tell us what went wrong and what you'd like us to do to put it right. If you'd like help putting your complaint in writing, just call and we'll write it down for you and send you a copy.

Step 2: we acknowledge it

We'll confirm we have your complaint within 3 working days, tell you who is handling it and when you can expect our response.

Step 3: we look into it

We'll review your file, call notes and any recordings, and may contact you to understand it better. We'll send you a full written reply within 15 working days of receiving your complaint. If we need longer, for example because we're waiting for information from someone else, we'll tell you why and give you a new date. We'll always reply within 8 weeks.

Step 4: our response

Our reply will explain what we found, whether we agree with your complaint, and what we'll do. Depending on what happened, that might include an apology, correcting or redrafting your documents at no cost, or reducing or refunding our fee.

Step 5: a second review

If you're not happy with our reply, tell us within 28 days and say why. We'll look at the whole complaint again with fresh eyes and send you our final written response within 10 working days.

If you're still unhappy

We are not a firm of solicitors, so the Legal Ombudsman cannot consider complaints about us. If our final response doesn't resolve things, you can take independent legal advice or contact Citizens Advice (citizensadvice.org.uk) about your options, which may include making a claim through the courts.

Complaints about firms we refer you to

If we introduce you to a firm and you're unhappy with the work it does, complain to that firm first, using its own complaints procedure. Regulated firms must also tell you how to take it to the Legal Ombudsman. If your complaint is about how we introduced you, complain to us using this procedure.

Our records

We keep a record of every complaint and what we did about it, and use it to improve our service.