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, then you should 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. If you would like to make a formal complaint, then you should contact Gareth Williams.  If your complaint is about him you should contact Paul Morris.  Once you make contact with your complaint we will review its contents within 5 working days. After this we will invite you in to the office, arrange a telephone call or video conference (Zoom/Teams/Facetime/WhatsApp) to discuss your complaint further.  We may ask you for further information if necessary to investigate your complaint.  Once in possession of the full facts we will investigate your complaint fully.  We aim to resolve any complaint within 8 weeks.


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.


Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:


Within six months of receiving a final response to your complaint




No more than six years from the date of act/omission; or


No more than three years from when you should reasonably have known there was cause for complaint.


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


Contact details



Call: 0300 555 0333 between 9.00 to 17.00.




Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ


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 -

We are located at:

33 Stow Hill


NP20 1JH

Contact us today

If you have any queries or wish to make an appointment please call:

01633 266999

Or in an emergency:

01633 266999 (24hrs)

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