Practical Advice.
Personal Service.

Providing professional legal advice, notarial services, advocacy and mentoring support to individuals, families and businesses.

Get in Touch

City & Co Solicitors Complaints Procedure

At City & Co Solicitors, we are committed to providing a high standard of legal service. If you are unhappy with any aspect of our service or our fees, we encourage you to tell us so that we have the opportunity to resolve your concerns.

Step 1 – Tell Us About Your Complaint

Please contact us as soon as possible, providing details of your complaint.

You can do this by:

Email
Letter
Telephone
In person by appointment

Please explain what has happened and how you would like us to resolve the matter.

Step 2 – We Will Acknowledge Your Complaint

We will acknowledge receipt of your complaint within five working days.

If we need any further information, we will contact you.

Step 3 – Investigation

Your complaint will be investigated by a senior member of the firm who has not been directly involved in the matter where possible.

We will review your file, consider the issues you have raised and, where appropriate, discuss the matter with the person who dealt with your case.

Step 4 – Our Response

We aim to provide you with a full written response within 28 days of receiving your complaint.

If we need longer because of the complexity of the matter, we will let you know the reason and provide an updated timescale.

Our response will explain:

What we have investigated.
Our findings.
Whether we believe any action is required.
Any steps we propose to resolve your complaint.

If You Are Still Unhappy

If you remain dissatisfied after receiving our final response, you may be able to refer your complaint to the Legal Ombudsman.

The Legal Ombudsman is an independent organisation that helps resolve complaints about legal service providers.

In most cases, complaints should be made to the Legal Ombudsman:

Within six months of our final written response; and
Within the applicable time limits set by the Legal Ombudsman.

Further information is available from the Legal Ombudsman.

Complaints About Professional Conduct

If you believe a solicitor has acted dishonestly, breached professional rules or otherwise behaved improperly, you may also report the matter to the Solicitors Regulation Authority (SRA).

The SRA deals with concerns about professional conduct rather than complaints about the quality of legal service.

Our Commitment

We value all feedback and view complaints as an opportunity to improve our services. We will treat your complaint fairly, promptly and confidentially.

Practical Advice.Personal Service.