Complaints and feedback

We are committed to providing a high-quality legal service to all our clients and when something does go wrong, we want to know. Our aim is that every complaint will improve our standard of service and reduce the risk of it happening again.

The best way for us to handle your complaint is if you submit the full details in writing.

Complaints about general issues

If your complaint is about general issues such as payments or client care, please email us on

We will process your complaint and send you our reply by mail within two business days.

Serious complaints

If you have a more serious complaint we will follow our formal complaints procedure. This allows us to assess and investigate your complaint in more detail. All serious complaints should be referred to our Client Care Partner, Matthew Shiels, who is in charge of the complaints process.

You can send your complaint in writing to him at:

Matthew Shiels

Universal Square, 5

Devonshire St North

Manchester, M12 6JH

Our formal complaints process

Once we receive your written complaint, we will send you a letter acknowledging it within three days.

Sometimes it is appropriate to meet and discuss the complaint further. If so we are generally in a position to do this within two weeks of receiving your original complaint.

After any meeting our Client Care Partner will write to you within three days to confirm what took place and what details have been discussed and agreed.

If you still feel unsatisfied by the outcome of the process after your meeting, there are further review processes that can be followed.

Our review process

If you wish to begin the review process, we promise to review the decision made within ten days. This review will either be carried out by the Client Care Partner, someone from within the organisation who is not yet involved in the matter, or another partner of the law firm.

How we learn from your feedback

We can’t turn back time, but with our dedication to high standards in our legal assistance, we promise to learn from all feedback and complaints. We will use the insights you give us to improve how we work.

We do believe that for every problem there is a solution, so if you ever feel like you’ve not received the dedicated care and expertise promised to you, please get in touch.