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Complaints Policy and procedure




We are committed to maintaining the highest professional standards and providing a high-quality legal service to all our clients. A complaint can show us how to do better. If something goes wrong, we want to know about it and put it right as quickly as we can.


Our complaints contact is the Senior Partner, Steven Jacob who can be contacted by telephone 0208 347 4070, email or post 147 Crouch Hill, London N8 9QH. If you have special needs which we should take into account due to language or disability, please let us know. We aim to deal with complaints according to the following timetable.


Complaints procedure


If you do not agree with the outcome of our complaints process, you can then complain to the Legal Ombudsman or the Solicitors Regulation Authority.

The most common complaints about solicitors are about poor service and should be sent to the Legal Ombudsman. If, however, you consider that your complaint involves breach of SRA Standards and Regulations, please refer the matter to the SRA:


Complaints to the Legal Ombudsman must usually be made within six months of our final response to your complaint.


The Legal Ombudsman expects complaints to be made to them within a year of the date of the act or omission about which you are concerned or within a year of you realising there was a concern.


Their website is  The address is PO Box 6806, Wolverhampton WV1 9WJ, telephone 0300 555 0333 or email


Acknowledge the complaint in writing


Consider inviting you to a meeting or to discuss the issues by telephone


Confirm the outcome of the meeting or telephone conversation in writing


Investigate the issues


If a meeting/telephone discussion is not possible or required: investigate the issues


Write to you with the outcome

Review and close the complaint


Within two working days



Within two working days



Within three working days of the meeting/telephone conversation


Within 14 days of receiving the complaint


Within 14 days of receiving the complaint

Within 21 days

Within 8 weeks of receiving the complaint

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