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Complaints Procedure


We aim to deal with any complaints promptly, fairly, openly and effectively.


Our definition of a complaint is:


“any written or verbal expression of dissatisfaction referred to any person in our organisation by a client”.


A complaint can be identified through a letter, telephone call, e-mail, and fax or in the course of a face to face conversation.

A complaint may involve:

  • dissatisfaction with the handling of a case

  • disappointment with an alleged lack of communication

  • frustration with an alleged lack of case progress

  • an allegation of discrimination or

  • dissatisfaction with the outcome of the case

However, issues of a very minor nature, for example, not returning a non-urgent telephone call until the following day will not be recorded as a complaint.

It is the policy of the firm that:

  • every complaint made by a client is reported and recorded centrally

  • every complaint received is responded to appropriately and

  • the cause of the problem is identified, appropriate redress is offered, and

  • unsatisfactory procedures are corrected

We inform clients in writing at the outset of their matter of their right to complain and how complaints can be made.  We also advise you of your right to complain to the Legal Ombudsman, the time frame for doing so and full details of how to contact the Legal Ombudsman.

Normally, the Legal Ombudsman expects you to give us 8 weeks to try to resolve the matter. If after 8 weeks you are still dissatisfied you can then involve  the  Legal Ombudsman. For more information on how the Legal Ombudsman works please  visit the Legal Ombudsman website.

In normal circumstances you are required to register a complaint within one year.  You must then give us 8 weeks to try to resolve your complaint before contacting the Legal Ombudsman. A complaint to the Legal Ombudsman must normally be made within six months of the date of the conclusion of the Firm's complaints procedure. In summary:

  • You must register your complaint with us within one year

  • The Legal Ombudsman expects you to give us 8 weeks to try to resolve your complaint

  • After this time, you can contact the Legal Ombudsman (but you must do so within 6 months)

Getting Started
Please write to us to register a formal complaint. If you would like assistance, the Legal Ombudsman website contains advice and details of how they investigate problems with legal service providers.

Solicitors Regulation Authority

If someone thinks a solicitor might be dishonest or you have concerns about their ethics or integrity, they have the right to notify our regulator, the Solicitors Regulation Authority (SRA).  There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman).  For further information about the SRA’s role, please contact the SRA or visit:



Arthurs Solicitors is a Specialist Quality Mark Holder contracted by the Legal Aid Agency.

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