Complaints Policy

We are committed to providing you with the very best legal service. If you feel that you are not receiving this or that it could be improved, please let us know. 

What can you do if you have a complaint? 

At first, we would ask that you raise your concerns with the lawyer that is responsible for your matter. 

If you do not feel comfortable doing this, please feel welcome to raise your issues with David Archer direct by email at: or by telephone on +44(0)7767 685143. Or, if David is the lawyer responsible for your matter, please raise your issues with one of the other partners: Marie Evrard (at or +44(0)7730 318594 ) or Maisie Sigurdsson (at  or +44 (0)7789 097531).

What if that does not work?

If your complaint cannot be dealt in this way, please email us at with the details of your complaint. Please tell us:  

  • what you are dissatisfied with;
  • if there is anything in particular you would like us to do to resolve your complaint;
  • how you would like us to contact you about resolving your complaint. 

What we will do

Once we have received the details of your complaint, we will: 

  • acknowledge your complaint within 7 days of receiving it; 
  • investigate as to what has happened which is likely to involve: (a) review of your file and all documentation; (b) review of your Engagement Letter and all correspondence involved in your matter; (c) speaking with the people involved in your matter; 
  • suggest to have a meeting with you; 
  • write to you within 28 days of receiving your complaint suggesting ways in which we believe we can address the concerns you raised. 

We may need to extend those timescales in exceptional circumstances and we will do our best to agree any variations with you first. 

What if you are still not happy 

 If you are not happy with our suggested resolution, we will: 

  • reconsider your complaint; 
  • write to you within 28 days after our first response with a further suggestion as to how to resolve your complaint. 

What if you remain dissatisfied

If you are not satisfied with our further review, we suggest that you raise your concerns with the Legal Ombudsman. The services of the Legal Ombudsman are available to individuals and certain small organisations and is free to use. 

You can contact the Legal Ombudsman by post at: PO Box 6806 Wolverhampton WV1 9WJ; by email at: or by telephone on: 0300 555 0333. You will usually need to bring a complaint to the Legal Ombudsman within six months of receiving our final response to your complaint and within six years of the act or omission you are complaining about. 

Please be aware that the Legal Ombudsman cannot deal with serious concerns that a solicitor or law firm has been involved in professional misconduct such as dishonesty, taking or losing your money or treating you unfairly or in a discriminatory manner. If you had any such concerns, you can raise this with the Solicitors Regulation Authority (SRA): We certainly do not anticipate that you would experience any problems of this kind and we would ask you to raise any such concerns with us immediately. Any problems of this kind would be a serious concern to us which we would seek to address without delay.

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