Regulatory Matters

Information about our complaints process, raising concerns to the Legal Ombudsman, the Solicitors Regulation Authority and to ourselves.

The Solicitors Regulation Authority is the independent regulatory body of the Law Society and the Legal Complaints Service is the independent complaints handling body of the Law Society. If you have any issues with our conduct or are unhappy about any service you receive from us you can raise your concerns with either of those bodies as appropriate.

We are committed to providing a high quality legal service to all our clients. However, if at any point you become unhappy with or concerned about our service or a bill that you have received then you should inform us immediately so that we can do our best to resolve any issues at this stage. Initially you should raise your concerns either by telephone or in writing. If the matter is not resolved to your satisfaction we have a procedure in place to handle formal complaints. Making a complaint will not affect how we handle your case. We will acknowledge receipt of your complaint within 3 working days and aim to provide a substantive written response within 14 days. If we require further time to consider and respond to the issues raised we will inform you. We have 8 weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. The Legal Ombudsman will look at your complaint independently and it will not affect how we handle your case. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman within six months of receiving a final response to your complaint and no more than six years from the date the problem occurred or no more than three years from when you should have known of the problem. If your complaint is about a bill you have the right to complain to the Legal Ombudsman and/or apply to the Court for assessment of the bill under Part III of the Solicitors Act 1974. However, if you have already applied to the Court for an assessment of your bill the Legal Ombudsman may not deal with your complaint.

For more information about the Legal Ombudsman:
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Robert Locke is authorised and regulated by the Solicitors Regulation Authority SRA Number 194192. Details of the ethical and professional standards that apply to us as an English law firm may be viewed on the Solicitors Regulation Authority website