Complaints Handling Policy

Our complaints policy

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please follow these steps to ensure that your concerns are resolved quickly:


Please speak to the person responsible for your case. You may prefer to put your concerns in writing, if this is the case please send your letter or email to the person who is acting for you.


If the person responsible for your case is not able to resolve matters to your satisfaction, or if you find it difficult to speak to them about a complaint, please write or call their Supervisor or our Office Manager whose name will have been given to you when you first instructed us.

If after this stage your complaint remains unresolved, please contact our Client Care Partner Mr S A Nelson who will look into the matter for you.

What we will do:

Any complaint will be dealt with quickly and reasonable efforts will be made to respond to your concerns.

You will be invited to our offices in order to discuss your complaint and how you would like to see it resolved. 

We will acknowledge your complaint within five working days of receiving it, enclosing a copy of this procedure.

We will then investigate and send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 15 working days of sending you the acknowledgement letter.

If you are still not satisfied, you can then contact the Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final decision on your complaint but for further information, you should contact the Legal Ombudsman telephone: 0300 555 0333, email:


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© 2023 by Nelson Guest & Partners. Solicitors Regulation no. 654722. Data Protection & Confidentiality

Complaints Handling Policy. Indemnity insurance: Policy Number P8071865  - HDI Global Speciality SE.

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