Service & Complaints
Handling Complaints
  1. Our aim is to provide a high quality service with which you will be satisfied. However, we do realise that on some occasions your expectations may not be met or that you may have a query or concern or simply be dissatisfied. You are entitled to complain about the services that we provide to you. We have a complaints procedure for handling complaints available upon request.

    At the end of our complaints procedure, you will note the right to make a complaint to the Legal Ombudsman:

    PO Box 6806, Wolverhampton WV1 9WJ,
    Telephone number: 0300 555 0333,
    Email address:

  2. There are time limits for making a complaint to the Legal Ombudsman: you should make a complaint to the Legal Ombudsman no later than:-
    1. six years from the date when we have done or not done something which is the subject matter of your complaint; or
    2. years from the date when you should have reasonably known that you could complain; and you also have 6 months to complain to the Legal Ombudsman from when you receive a final response from us. The Legal Ombudsman has indicated that this time limit and the time limits in paragraphs. The provisions of 2.1 and 2.2 above must be met for a complaint to be accepted.
  3. As a first step you should raise any concerns or complaints with the person(s) named in the letter which accompanies the terms and conditions of our engagement. If you cannot resolve the concerns or complaints to your satisfaction or do not wish to speak to the person(s) named, please contact the specified person who has overall responsibility for your matter. If you are still dissatisfied, please contact Timothy Eppel. Where he is the person dealing with your matter, your complaint can be taken up with:-