Contact the unit manager

If at any time you have cause for complaint, the first step is to contact the relevant unit manager, either in writing, email or by telephone.

We will:

  • acknowledge your complaint within five working days of receipt, and
  • provide a response within 20 working days of the acknowledgement

Some complaints may take longer to process, but we will keep you informed of this, reasons for the delay and any revised time scales.

If you do not know who the relevant unit manager is, the business area receiving your complaint will forward it on your behalf so the relevant person will have the opportunity to respond in the first instance.

We will aim to resolve your complaint at this stage.

Request a review

However, if you remain unhappy following the response, you can ask for your complaint to be reviewed.

For fairness, we will usually ask someone that has not been involved at the first stage to consider the review.

An acknowledgement and response will be provided using the same timescales as above. As with the first stage, we will tell you if additional time is required.

This review stage is the final stage of our internal complaints process.

We appreciate all feedback and are committed to responding to any complaint quickly and fairly.

Do you have a complaint about a solicitor?

Our internal complaints procedure cannot be used to make a complaint about a solicitor, firm or other organisation.

Find out how to make a complaint about a solicitor