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Complaints Procedure
Last updated: July 2026
Legal Documents
- 6 sections
01
Our commitment to quality
We are committed to providing an excellent standard of service. If something goes wrong, we want to hear about it so we can put it right and improve. All complaints are taken seriously and handled fairly.
02
What you can complain about
The quality of legal advice or representation provided
Delays or failures in communication
The behaviour of a solicitor or member of staff
How your case or personal data was handled
Billing or costs (where applicable)
03
How to make a complaint
In the first instance, please raise your concern directly with the solicitor handling your matter. If you remain dissatisfied, submit a formal complaint to our Complaints Manager: info@policestation.co.uk or in writing to the address provided in your client care letter. Please include your name, contact details, a description of the issue, and the outcome you are seeking.
04
Our complaints procedure
We will acknowledge your complaint within two working days
A thorough investigation will be conducted by a senior member of the firm
We will provide a full written response within eight weeks
We will explain our findings and any remedial steps we will take
05
If you remain dissatisfied
If we are unable to resolve your complaint within eight weeks, or if you are not satisfied with our response, you may refer the matter to the Legal Ombudsman. The Legal Ombudsman can be contacted at: legalombudsman.org.uk, by phone on 0300 555 0333, or by post at PO Box 6167, Slough, SL1 0EH. You generally have six months from our final response to refer a complaint.
06
SRA concerns
If your concern relates to our conduct as a regulated firm, you may also contact the Solicitors Regulation Authority (SRA) at sra.org.uk. The SRA handles concerns about professional conduct rather than poor service.
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