Complaints Policy

Initial Concerns

If you have any concerns then in the first instance you should raise these concerns with the individual who has day-to-day control of your matter. This is not part of our formal complaints process.

Formal Complaints

If this person cannot satisfactorily address your concerns and you wish to make a formal complaint then this needs to be done in writing (or by email) to our designated complaints manager, Lee Gregory. You can write to him at Units 5-7 Alpha Business Park, Whitehouse Road, Ipswich, Suffolk, or send an email to

Acknowledging your Formal Complaint

Upon receipt of your complaint it will be recorded in our complaints register. Only formal complaints addressed personally and specifically to Mr Gregory and acknowledged by him as such will be recorded and dealt with by him under our complaints proceedure. We will also send you a letter or email acknowledging your complaint.

We will review your file(s) and any other relevant documentation and send you a letter telling you how we propose to deal with your complaint. Examples of what we might say in this letter are as follows:

    • If your complaint is straightforward we might make suggestions as to how we can put things right or we may offer you some form of redress;
    • If your complaint is more complicated we might ask you to confirm, explain or clarify any issues.
    • We may write to you fully setting out our views on the situation and make suggestions as to how we can put things right, or ask you to confirm explain or clarify any issues.

Whatever form our investigation takes, we will aim to give you our final decision within eight weeks of receiving your formal complaint (or sooner if possible)

Appealing against our final decision.If you are not satisfied with our final decision, please let us know and we will review our decision again. We will let you know the result of any appeal as soon as possible.

The Legal Ombudsman

If you are still not satisfied, you can then contact the Legal Ombudsman about your complaint provided that you do so within one year of the end of our own Complaints Handling Procedure.

In addition, there are time limits relating to the date you first became aware or should have become aware of the problem. The relevant time limits are set out in the version of the Legal Ombudsman’s Scheme Rules in force from time to time (which can be accessed at : or by contacting the Legal Ombudsman and may only be extended by the Legal Ombudsman in exceptional circumstances. In particular, you should be aware that there are time limits from the act/omission. Ordinarily, the act of omission or when you should reasonably have known there was a cause for complaint must have been after 5th October 2010. You must also refer the complaint to the Legal Ombudsman no later than 6 years from the act/omission or three years from when you should reasonably have known there was cause for complaint.

There are also other conditions applied to the Legal Ombudsman’s service. Ordinarily, you cannot use the Legal Ombudsman unless you have first attempted to resolve your complaint using our own complaints handling proceedure, but you will be able to contact the Legal Ombudsman if:

  • The complaint has not been resolved to your satisfaction within eight weeks of making the formal complaint to our designated complaints manager; or
  • The Legal Ombudsman decides that there are exceptionsal reasons why the Legal Ombudsman should consider your complaint sooner, or without you having to use our own Complaints Handling Procedure first; or
  • The Legal Ombudsman considers that your complaint cannot be resolved using our internal Complaints Handling Procedure because the relationship between you and us has broken down irretreivably.