I am committed to providing a high quality service. If you are unhappy with any aspect of my work, please tell me as soon as possible so I can address it.

Step 1: Raise your complaint with me

Please email or write to me directly and set out

• Your full name and contact details

• The matter reference (if you have one)

• What you are unhappy about

• What outcome you are looking for

Step 2: What happens next

• I will acknowledge your complaint within 5 working days.

• I will review the file and, if helpful, arrange a call with you.

• If the matter is not resolved at the outset, I aim to provide a final written response within 4 weeks of receiving your complaint.

Step 3: If you are not satisfied

If I am unable to resolve your complaint to your satisfaction, you can refer this to the Legal Ombudsman.

The Legal Ombudsman expects complaints to be made:

• within six months of receiving my final response, and

• no more than one year from the date of the act/omission complained about, or one year from when you should reasonably have known there was cause for complaint.

Legal Ombudsman contact details:

• Postal address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

• Telephone: 0300 555 0333

• Email: enquiries@legalombudsman.org.uk

• Website: www.legalombudsman.org.uk

Reporting to the SRA

The SRA can help where there are concerns about professional conduct, for example dishonesty, discrimination, serious breaches of the SRA rules, or risks to clients. Information about reporting concerns is available on the SRA website.

Insurance and Compensation Fund

As a freelance solicitor, I am required to have adequate and appropriate insurance for the work I do, but I am not required to hold insurance that meets the Minimum Terms and Conditions that apply to SRA authorised firms. If you would like details of my current cover, please ask and I will provide this information.

You may also be eligible to apply to the SRA Compensation Fund in certain circumstances, for example if money has been stolen or not accounted for by someone regulated by the SRA, or where a regulated person did not have insurance in place.