Bravery, courage, fear and love in a time of war

Complaints Procedure

Our Service

We aim to provide you with a quality service and hope that you will not have any concerns about how we work with you on this matter. If you believe our service could be improved in any way then please let us have your comments. If for any reason you are in some way unhappy with our service do please let us know as soon as possible and do not wait until the matter becomes serious.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you are still unhappy about any aspect of the service you have received, please contact our client care partner, Anna Horrell on 01604 750506, at or by post at Old Church  Chambers, 23-24 Sandhill Road, St James, Northampton NN5 5LH. Please see our Complaints Resolution Procedure below:

  • We will send you a letter acknowledging your complaint and enclosing a copy of this procedure. You can expect to receive our letter within 5 working days of us receiving your complaint in writing.
  • We will record your complaint in our central register and open a separate file for your complaint. We will do this within 1 working day of receiving your complaint.
  • We will then investigate your complaint. This will normally involve passing your complaint to our Client Care Manager, Anna Horrell, who will review your matter and speak to the member of staff who acted for you. If your complaint relates to Anna Horrell, Edward Fowler will take over the investigation.
  • Anna will then write to you with any preliminary results of her investigation and ask you if you would like to attend a meeting to discuss your complaint or if you would prefer a detailed written reply to your complaint. She will do this within 14 working days of sending you the acknowledgement letter.
  • If you indicated you would like to attend a meeting with Anna she will endeavor to arrange this as soon as mutually convenient. Within 3 working days of any meeting Anna will write to you to confirm what took place and any solutions she has agreed with you.
  • If you have indicated you wish the matter to be dealt with in writing, a detailed written reply to your complaint will be sent within 14 working days of receipt of your request.  This will include any suggestions for resolving the matter.
  • We have eight weeks to consider your complaint. If we have not resolved it within this time, you may complain to the Legal Ombudsman.

What do to if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint. They will look at your complaint independently and it will not affect how we handle your case.

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 six months of receiving a final response to your complaint
  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint

If you would like more information about the Legal Ombudsman, please contact them on the details below:


Call: 0300 555 0333 or if abroad +44 121 245 3050 between 9am to 5pm.


Post: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ