Our Complaints Policy

We are committed to providing a high-quality legal service to all our clients and we are proud of our good record in this regard.  However, if something goes wrong, we would like you to tell us about it.

Our Complaints Procedure

If you have a complaint, please discuss your concerns with the solicitor who is working with you.  If you remain concerned, please telephone the head of our firm, who is Kate Middleton on 07866104194, or you can e-mail Kate on or write to us at 4 Prince of Wales Close, Waterlooville, Hampshire PO7 8JD with the details.  Making a complaint will not effect how we work on your case with you.

What Will Happen Next?

Within 5 working days we will acknowledge your complaint and, if not clear to us, ask you to provide some clarification.  The acknowledgement will be sent to you by our PA and she will also send you a copy of our full Complaints Procedure that includes details of what you can expect of us and within what time deadlines.

Office of the Legal Services, Ombudsman

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman within the deadlines of:-

  • Within six months of receiving our final response to your complaint


  • No more than six years from the date of an act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

There is information on how to do this on the website at or you can email at or write to them at Office of the Legal Services, Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ or telephone to General Enquiries line between 9.00am and 5.00pm on 0300 555 0333 about your complaint.

Solicitors Regulatory Authority

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.  There is a report form on their website at or you can write to them at Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN.


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