Complaints Process

Unhappy with our Service?

We want to give landlords the best possible service. However, if at any point you become unhappy with the service we have provided then you should let us know immediately, to enable us to do our best to resolve the issue.

Initially you should contact the solicitor who is delivering the service to discuss your concerns and we will do our best to resolve them at this stage. However, if your concerns remain unresolved and you would like to make a formal complaint, please contact us in writing, setting out a summary of your concerns to Please be assured that making a complaint will not affect how we handle your case.

What will happen next?

  1. We will acknowledge receipt of your written formal complaint by email within 2 working days of receiving it. The email will explain who is dealing with the complaint.
  2. We will make a formal record your complaint and open a complaint file.
  3. We will investigate your complaint and conduct a full review of the file concerned. Should we need further information from you, we will contact you to arrange a convenient date and time. At all times we will provide you with a timescale on how long the investigation will take.
  4. Following the full investigation, we will contact you with the results of our findings setting out our decision and, where appropriate, any proposed resolutions.
  5. If we are unable to resolve your complaint within 8 weeks of receiving full details, or you are still not satisfied with the outcome of your complaint, you can then take the further steps below.

What do to if we cannot resolve your complaint

The Legal Ombudsman can help if we are unable to resolve your complaint internally. They will review your complaint independently.

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

  • Within six months of receiving a final response to your complaint from us, and
  • No more than six years from the issue which resulted in the complaint; 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, you can contact them on 01616 966 229 or at

While the Legal Ombudsman handles complaints about the services we provide, or our fees for the services, the Solicitor’s Regulation Authority deals with complaints about conduct. Further information is available on the SRA website.