Complaints procedure
How to raise a concern and what we will do about it.
If something has gone wrong
We want to know. Tell your case lead first; most concerns can be resolved quickly. If you are not satisfied, open a case in our Confidential Consultation System, choosing "Something else" and starting your message with "Complaint". We handle complaints in writing only.
What happens next
- AcknowledgementWe acknowledge your complaint within 3 working days.
- ReviewA director not involved in your matter reviews it.
- ResponseWe respond in writing within 20 working days, or explain why we need longer.
Data protection complaints
If your complaint concerns how we handle personal data, you can also contact the Information Commissioner's Office.
Start with a confidential conversation
Tell us as much or as little as you like. We sign an NDA before you share case details, and we will tell you honestly whether we can help.