Complaints Procedure

We hope you will be happy with our professional services.  However, if for any reason you are dissatisfied with any aspect of the service, you should in the first instance refer the matter to our firm’s principal, Steve Grinnell.

You may make a complaint by telephone, email, letter or in person. Your complaint will be acknowledged within 3 working days. A written final response, detailing my understanding of your complaint, my findings and any resolution I intend to offer will be provided as soon as possible and in any event within 8 weeks from the date of your complaint. In the unlikely event that I am unable to deal with your complaint within 8 weeks I will write to you to explain why.

If you are not happy with my response or I have not provided you with a response within 8 weeks, then you can contact the Legal Ombudsman. The Legal Ombudsman is a free, impartial and independent service set up by the Government which deals with complaints about the service you have received.

You must complain to the Ombudsman within six months of receiving a final response to your complaint from myself specifying your right to complain to the Ombudsman and of the six-month time limit. A complaint to the Ombudsman must also be made not more than six years after the act or omission complained about or not more than three years from the date when you should reasonably have known that there were grounds for complaint.

For further details about how to make a complaint to the Legal Ombudsman, including guidance about the new scheme rules that came into effect on 1 February 2013, please contact the Legal Ombudsman directly at:

Legal Ombudsman

PO Box 6806




Phone: 0300 555 0333


A guide to the scheme rules that came into effect on 1 February 2013 can be found on the Legal Ombudsman’s website at: