Mon-Fri 09:00-17:00 01709 363 876

      Complaints Procedure



      We are committed to providing a high-quality legal service to our Clients.  When something goes wrong, we need you to tell us about it.  This will help us to sort out any mistakes or misunderstandings, and to improve our standards.


      A Complaint is an oral or written expression of dissatisfaction by a Client to the Firm which alleges that the Client has suffered or may suffer financial loss, breach of confidentiality, breach of privacy, discrimination, distress, disadvantage, inconvenience or other detriment by reason of the Firm’s conduct of the Client’s matter.


      If you have a complaint, please raise the problem with the lawyer responsible for your matter, or if you prefer, our Complaints Partner, Mr Mark A. Thomas.

      What will happen next?

      1. We will acknowledge receipt of your complaint in writing within six business days of receiving it.
      2. In most cases, the lawyer responsible for dealing with your matter on a day to day basis will be able to resolve your concerns. If this is not possible, our Complaints Partner will then investigate your complaint.
      3. The investigation of your complaint by our Complaints Partner will normally involve him reviewing your file and interviewing the member of staff who acted for you.
      4. Within 21 business days of sending you the acknowledgement letter our Complaints Partner will invite you to a meeting to discuss your complaint. If you do not want a meeting or it is not possible, our Complaints Partner may instead offer you a chance to discuss the matter by telephone.
      5. Within five business days of the meeting, or any telephone conversation we have with you instead of a meeting, our Complaints Partner will write to you to confirm what was discussed and any solutions proposed or agreed.
      6. In the event of you preferring not to have a meeting or telephone discussion with our Complaints Partner or where such a meeting or telephone discussion is not possible or is impractical our Complaints Partner will send you a detailed written reply to your complaint, including his suggestions for resolving the matter.
      7. At that stage, if you are still not satisfied, you should contact our Complaints Partner in writing and he will arrange for our Mr Neil R Oliver, Solicitor and Partner to review the matter including any solutions proposed and any response from you thereto.
      8. We will write to you within 14 business days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
      9. If you are still not satisfied, you can contact the Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response to your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at Note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits.  Further details are available from the Legal Ombudsman.

      The Report team

      Solicitors Regulation Authority

      The Cube

      199 Wharfside Street


      B1 1RN

      When can you complain to the Legal Ombudsman?

      You can complain to the Legal Ombudsman if you are unhappy about your solicitor’s work or service or your bill.

      When can you complain to the Solicitors Regulation Authority?

      You can complain to the Solicitors Regulation Authority if you are concerned about solicitor unethical behaviour, unfair treatment, dishonesty, discrimination or a breach of the Solicitors Regulation Authority principles.  

      If you wish to complain about us to the Solicitors Regulation Authority (SRA) you should write to the report team at the following address:


      For guidance on the complaints process call the SRA contact centre on 0370 606 2555.


      Free Consultation
      No Obligation

      Arthur Jackson & Co Solicitors will only use your information for the purposes of your enquiry.