Complaints procedure

Last reviewed: September 2026

Please note: example content

Harton & Vale Legal is a fictional firm created by SR7 Web Design as a portfolio concept. This page is a model of the kind of complaints procedure a regulated firm in England and Wales would publish. It is not a working procedure, and complaints cannot be made to Harton & Vale Legal. Please see the about this concept page.

Our commitment

A real firm would aim to give a good service to every client. If something goes wrong, it would want to know, so it can put things right and learn from it.

How to make a complaint

A firm would usually ask clients to:

• raise the concern first with the person handling their matter, as many issues can be resolved quickly this way;
• if that does not resolve it, or they would prefer not to, contact the person at the firm responsible for complaints, in writing, by email or by phone;
• explain what went wrong and what they would like the firm to do to put it right.

What happens next

1. The firm acknowledges the complaint promptly, usually in writing, and explains who will look into it.
2. The person reviewing it considers the file and may ask to discuss the concern with the client.
3. The firm sends a full written response setting out its findings and any steps it will take to put things right.
4. If the client is still unhappy, the firm explains how the complaint can be reviewed further.

Firms aim to resolve complaints fully within eight weeks. Making a complaint does not affect how a client’s matter is handled.

The Legal Ombudsman

If a complaint has not been resolved to the client’s satisfaction within eight weeks, or they are unhappy with the firm’s final response, they can usually ask the Legal Ombudsman to look at it. The Legal Ombudsman is an independent body that deals with complaints about the service provided by lawyers in England and Wales, and its service is free.

Time limits apply to complaints to the Legal Ombudsman. A client would usually need to contact it within six months of the firm’s final response, and a real firm would set out the full time limits and the Ombudsman’s contact details on this page.

Concerns about professional conduct

Separately, if someone is concerned about a solicitor’s behaviour, such as honesty or the handling of client money, they can raise it with the Solicitors Regulation Authority.

Complaints about bills

A real firm would also explain that clients may have a right to challenge a bill, including by applying to the court for an assessment of the charges, and that time limits apply.