Complaints Procedure

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided, please inform us immediately so that we can do our best to resolve the problem.

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 would like to make a formal complaint, then you can read our full complaints procedure.
Making a complaint will not affect how we handle your case.

What to do if we cannot resolve your complaint

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

Most ‘consumer’ clients (as opposed to large businesses) will be able to make use of the Ombudsman scheme, however there are some restrictions for larger clients.

Before accepting a complaint for investigation, the Legal Ombudsman will normally check that you have tried to resolve your complaint with us first.

Normally, you must take your complaint to the Legal Ombudsman within six months of receiving a final response to your complaint from us.

From 1 April 2023, the Legal Ombudsman also expects complaints to be made to them within 1 year of the date of the act or omission about which you are concerned (prior to 1 April 2023 that time period is 6 years) or within 1 year of you realising there was a concern (prior to 1 April 2023 that time period is 3 years).

If you would like more information about the Legal Ombudsman, please contact them.

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6167, Slough, SL1 0EH

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

Last Updated: January 2024

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What our Clients say

It was a delightful to work with you and we will certainly come to you again for legal work.
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I was very pleased with Crombie Wilkinson. I will in future always go back with any problems I may have.