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.

Initial concerns

In most cases, an informal chat with us directly using our normal contact details will resolve your concerns.

What we need to know

To deal with your complaint correctly, it would be helpful when contacting us if you could provide the following information:

  • Your name, contact details and preferred contact method
  • File reference number
  • Details of your concerns
  • How you would like us to put things right.

What will happen next?

  1. If you telephone us, we will endeavour to resolve the issue in that call.
  2. If you email or write to us, or if your complaint cannot be resolved in a phone call, we will acknowledge receipt of your complaint in writing within two days of receiving it.
  3. We will then investigate your complaint accordingly.
  4. Within 14 days of sending you the acknowledgement letter we  will invite you to a meeting to discuss and resolve your complaint. If you do not want a meeting or it is not possible, we may instead offer you a chance to discuss the matter by telephone.
  5. Within three days of the meeting, or any telephone conversation we have with you instead of a meeting, we will write to you to confirm what took place and any solutions we have agreed with you.
  6. In any case he will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the written acknowledgement of your complaint referred to in paragraph 1 above.

If you are still not satisfied or a period of 8 weeks has expired since we acknowledged your complaint without and no final response has been provided to you, you are entitled to refer your complaint to the Legal Ombudsman about your complaint. The Legal Ombudsman will review your complaint independently and any investigation by them will not affect how we handle your case.  Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve the complaint with us in the first instance.

  1. For complaints about our service, including billing issues, you may contact the Legal Ombudsman via one of the methods below:
    1. Phone: 0300 555 0333
    1. Email:
    1. Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV19 9WJ
  2. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response to your complaint.  Other time limits to be aware are:
    1. The Legal Ombudsman will consider your complaint if you refer it to them within either six years of the problem happening or three years from when you found about it.
    1. The Ombudsman will not accept complaints where the act/omission or the date of awareness was before 5 October 2010.
  3. The Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits.  Further details can be obtained from the Legal Ombudsman.
  4. If your unresolved complaint relates to an insurance policy covering your case, you may contact the Financial Ombudsman Service:
    1. Phone: 0800 023 4567
    1. Online:
    1. Post: Financial Ombudsman Service, Exchange Tower. Harbour Exchange. London. E14 9SR.
  5. If a complaint cannot be resolved, you may also be able to ask for it to be referred to a process of alternative dispute resolution using a certified provider. We are not required to agree to such a request. In any case this is not available to businesses, only consumers. We will give you more information about that right if it becomes relevant.

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.

    Sign Up for the latest news from Gail Escolme Legal Services