Complaints Procedure

Our Complaints Policy 

We are committed to providing high-quality legal service to all our clients. When something goes wrong we want you to tell us about it. 

In the first instance please contact the person dealing with your matter or the partner in charge to discuss any concerns you have, as often minor issues can be resolved at this stage.


Our Complaints Procedure

If you wish to make a formal complaint, please contact our Complaints Partner, Mark Eaton, setting out the details of your complaint. You can contact him at:

Housing & Property Law Partnership

2-5 Warwick Court

London WC1R 5DJ



What will happen next?

  1.  We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know  the name of the person dealing with your complaint. You can expect to receive our acknowledgement letter within three working days of us receiving your complaint. 
  2. We will record your complaint in our central register and open a file for your complaint. We will do this by the time we send our acknowledgement letter.
  3. Mark Eaton will then start to investigate your complaint. If Mark Eaton was acting for you, Christopher Bernard will carry out the investigation.
  4. We will ask the member of staff who acted for you to prepare a report on your complaint within five working days of our acknowledgement letter.
  5. We will examine their report and the information in your complaint file. We may ask the staff member for more information. This may take up to three days from receiving the staff member’s report and file.
  6. As appropriate we will invite you to meet Mark Eaton, or the staff member, or both, to discuss and hopefully resolve your complaint. We will do this within three days of receiving all the details we need from the member of staff who acted for you.
  7. Within three days of the meeting we will write to you to confirm what took place and any solutions we agreed with you.
  8. If you do not want a meeting or it is not possible, we will send you a detailed reply to your complaint. This will include our suggestions for resolving the matter. This will happen within five days of us completing our investigation.


At this stage, if you are still not satisfied you can contact us again. We will then arrange to review our decision. This will happen in one of the following ways.
  • We will arrange for someone in the firm who has not been involved in your complaint to review it. They will do this within 10 working days.
  • Mark Eaton, our Client Care Partner, will review your complaint within 10 working days.
  • We will ask our Law Society or another local firm of solicitors to review your complaint within ten days. We will let you know how long this process will take.
  • We will invite you to agree to independent mediation. We will let you know how long this process will take.
We will let you know the result of the review within five days of the end of the review. At this stage we will write to you confirming our final position on your complaint and explaining our reasons.


If you are not satisfied with the response we have provided to your complaint, then you may refer your complaint to the Legal Ombudsman. This will not affect how we deal with your matter. The Legal Ombudsman service is free of charge.
The Legal Ombudsman deals with complaints against solicitors and may be contacted at:
The Legal Ombudsman
PO Box 6806
Tel: 0300 555 0333 between 9am and 5pm
Before the Legal Ombudsman will accept a complaint for investigation, they will check that you have made a formal complaint to us and tried to resolve the complaint with us first.
The Ombudsman has published certain rules on its website in relation to complaints,
including rules about:
  •  who can complain
  • the subject matter of complaints
  • the time limits within which complaints need to be brought.
Should you wish to complain to the Legal Ombudsman, you must do so:
  • within six months of receipt of our final written response; and
  • within six years from the date of the act/omission, or three years from when you should have reasonably known about the complaint.