Complaints Policy

Our commitment

We will be receptive to any complaint and will consider it in detail and with the seriousness it merits. 

We will respond to any complaint promptly. 

Any complaint will be treated confidentially and will not affect our future service to you.

We will take all criticism into account to improve our service in the future. 


Who to contact

Initially, you should raise your concerns with the person handling your work. If that person is unable to resolve matters, please raise it with the supervising Partner (i.e. the head of that particular team) as follows:



If you are still unhappy, or if your concern relates to a Partner or is about an aspect of our administration please write to our Complaints Handling Partner who is Tim Cary. He will investigate personally or appoint another Partner to do so and report the outcome promptly. Tim’s contact details are as follows:


By letter: 74 The Close, Norwich, Norfolk, NR1 4DR

By email:

By telephone: 01603 610911


What we will do

Upon receiving any complaint in writing, Tim Cary will acknowledge receipt of your complaint as soon as possible. The complaint will be investigated fully and in detail. We may need to contact you for further information. We will aim to provide you with our final views on your complaint within eight weeks unless a short extension of that time period is required, in which case we will discuss that with you.


If you are not satisfied with our response

If you are not satisfied with our response, you may refer your complaint to the Legal Ombudsman as follows:


By letter: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

By telephone: 0300 555 0333 (minicom: 0300 555 1777)

By email:


If you are a consumer and we have made a contract with you by electronic means you may be entitled to use an EU online dispute resolution service to assist with any contractual dispute you may have with us. That is at:


Referring a complaint to the Solicitors Regulation Authority (“SRA”)

If you are concerned about matters such as conduct or ethics, you should report these concerns to the SRA.

Details of how to do this can be found at:

The SRA can be contacted via their website ( or by the following means:

Phone: 0370 606 2555 (or +44(0)121 329 6800 for international callers)

Fax: +44 (0)121 616 1999

Post: Solicitors Regulation Authority, The Cube, 199 Wharf Street, Birmingham, B1 1RN


Leathes Prior