Complaints Procedure

We hope that you will not have cause to complain about the services provided, but in the unlikely event of such an occurrence, please let us know immediately.  We will be happy to discuss the matter with you to see what can be done to resolve the problem. 

We treat complaints very seriously and make every effort to deal with them quickly and effectively. 

Step 1

In the first instance, if you have any problems with the service provided by the Company, or with the way in which we have dealt with your matter, please contact the person dealing with your matter.  Their reference will appear on any SL&CO correspondence you have received and they will make every effort to resolve your complaint as quickly as possible.

Step 2

If you are unable to resolve the problem in this way, please telephone our Complaints Officer who will then review the complaint independently in an effort to resolve it.

Step 3

Legal Ombudsman 

If you do not believe that we have responded to your complaint within a reasonable time, or you are not satisfied with the response or the outcome, you can contact the Legal Ombudsman.  The helpline number is 0300 555 0333 or you can email   A six-month time limit applies to complaints to the Legal Ombudsman.  Further information can be found on its website at www.legalombudsman.org.uk.

Solicitors Regulation Authority

How and when to report a Solicitor or Firm to the Solicitors Regulation Authority (SRA)

The SRA deal with cases where individual Solicitors or Firms have breached SRA Principles. 

Most complaints about Solicitors are about poor service and should be sent to the Legal Ombudsman.  If the Legal Ombudsman thinks your case involves a breach of SRA Principles, they will refer the matter to the SRA.

There are some issues that the SRA do not investigate.  However, they always consider allegations of dishonesty or discrimination.

If you think that SRA Principles have been breached, the SRA can be contacted at: The Cube, 199 Wharfside Street, Birmingham, B1 1RN – Tel No. 0370 606 2555 www.sra.org.uk/contact-us