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Complaints Handling Procedure

We are committed to providing a high quality legal service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If you have a complaint, please contact Jane-Louise Burrows, Director responsible for client care, with the details by telephone, by post or by email to or 

What will happen next? 

  1. We will send you a letter acknowledging receipt of your complaint within four working days of receiving it, enclosing a copy of this procedure. 
  2. We will then investigate your complaint in accordance with our Complaints Handling Policy (available on request). This will normally involve Jane-Louise Burrows, our Director responsible for client care, reviewing your matter and speaking to the member(s) of staff who acted for you. 
  3. Following the investigation, Jane-Louise Burrows will send you a detailed written reply to your complaint, including her findings and suggestions for resolving the matter, within 6-8 weeks of sending you the acknowledgement letter.  
  4. If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of our final response and within six years from the date of act/omission, or three years from when you should have known about the complaint.  For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at

If we have to change any of the timescales above, we will let you know and explain why. 

The Legal Ombudsman will handle your complaint independently and can help you if you are not happy with our work or service and have not been able to resolve the matter with us. You must usually have complained to us first  or they will not accept your complaint.

The Solicitors Regulation Authority can help you 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.You can raise your concerns with the Solicitors Regulation Authority.

Get in touch

If you have any questions out of hours you can call us between 8am and 10pm, 7 days a week...
01234 343134

or send us an email...
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Our expertise & accreditations

Our highly qualified lawyers are members of Resolution, working to their code of practice, encouraging sensitive and cost-effective solutions that consider the needs of the whole family, including the interest of any children.

resolution - first for family law
resolution - collaborative family lawyer
resolution - mediator
resolution - specialist
resolution - specialist
The Law Society accredited - Family Law
Lexcel Accredited
Investors in People

We have offices in Bedford, 59 St Peter's Street, Bedford, MK40 2PR and Northampton, 2 St Giles Terrace, Northampton, NN1 2BN. We also have offices in Bedfordshire, Buckinghamshire, Hertfordshire, Cambridgeshire, Leicestershire, Northamptonshire, Norfolk and London.