Our complaints procedure
We are committed to providing a high quality legal service. If at any point you are unhappy with the service you receive, we want to know so we can put things right and improve our service to others.
Step 1 · Talk to us
Please raise your concern first with the fee earner handling your matter. Often things can be resolved quickly with a phone call or email.
Step 2 · Formal complaint
If the matter is not resolved, please put your complaint in writing to the Client Care Partner at Signature Law Limited, Charter House, Right, First Floor, 123 South Street, Romford, RM1 1NX, or by email to info@signaturelaw.co.uk. Please include your file reference, what has gone wrong, and how you would like it resolved.
We will acknowledge your complaint within 5 working days, investigate it thoroughly and send you a full written response, normally within 8 weeks.
Step 3 · Legal Ombudsman
If you are not satisfied with our final response, or if 8 weeks have passed since you first raised your complaint, you may be entitled to refer the matter to the Legal Ombudsman. Ordinarily, you must do so within six months of our final response, and within one year of the act or omission (or of when you should reasonably have known about it).
- Website: legalombudsman.org.uk
- Telephone: 0300 555 0333
- Email: enquiries@legalombudsman.org.uk
- Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
Concerns about conduct
The Solicitors Regulation Authority can help you if you are concerned about our professional behaviour (for example dishonesty, discrimination, or breach of the SRA Principles). Contact the SRA at sra.org.uk.
There is no charge to you for using our complaints procedure, the Legal Ombudsman, or the SRA.