Complaints Procedure

Our firm is committed to high quality legal advice and excellent client care. If you have a complaint about our service, a bill that we have rendered, or interest rates, please contact us by telephone on 01582 343 453, by email on, or by post to: 275, Dunstable Road, Unit 3, Luton, Bedfordshire, LU4 8BS. All complaints are handled according to our internal complaints procedure, which is available upon request.

We would initially attempt to resolve the complaint with the case handler, however if this is not possible then your complaint will be dealt with by Bilal Farooq, our Complaints Manager, who can be contacted by telephone on 01582 343453 or by email on

We are permitted a period of eight weeks to consider a complaint. If for any reason we are unable to resolve the problem between us within that time frame, then you may ask the Legal Ombudsman to consider the complaint.

You are free to refer any complaint about our work, fees or level of service but there are some conditions and time limits. Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of you having received a final written response from us about your complaint. Complaints to the Legal Ombudsman must usually be made within one year of the act or omission about which you are complaining occurring; or within one year from when you should have known about or become aware that there were grounds for complaint.

For further information, please contact the Legal Ombudsman

Call: 0300 555 0333


The Legal Ombudsman may be contacted at PO Box 6167, Slough, SL1 0EH

Please note that the Ombudsman are there to deal with concerns about the level of service received. Where there are more serious concerns that a solicitor or solicitor’s firm have been involved in professional misconduct then reports can also be made to the Solicitors Regulation Authority, the regulator of solicitors and solicitor firms. This could be for quite unusual and serious acts of misconduct such as dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Obviously, we do not anticipate any such problems arising and would ask that you notify the matter supervisor straight away if you have any such concerns. You can find out more about the Solicitors Regulation Authority including their contact details and professional conduct rules on their website:

If you would like to complain in respect of a bill payment, you may apply for an assessment under Part III of The Solicitors Act 1974. Where you have made a request to the court for an assessment, the Legal Ombudsman may not acknowledge investigating a complaint over a bill payment.

For further information relating to the Legal Ombudsman, please visit