Complaints

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, you should inform us immediately so that we can do our best to resolve the problem. Making a complaint will not affect how we handle your case. Our aim is to make sure that you are happy with the service you receive.  If we have not managed to handle your concerns informally then we will ask you to write to us setting out those concerns in a formal complaint.

Complaints procedure

We have eight weeks to consider your complaint (although we will usually be able to respond considerably more quickly). If you are not satisfied after this, you may complain to the Legal Ombudsman (see below for contact details).

  1. We will send you a letter or email acknowledging receipt of your complaint, usually within five days of receiving it, enclosing a copy of this procedure.
  2. The firm’s Principal, Ann Robson, will then investigate your complaint, normally by reviewing your matter file.
  3. Ann will then invite you to a meeting to discuss your complaint, and hope that we will be able to resolve it at this stage. She will usually do this within 14 days of sending you the acknowledgement letter.
  4. Ann will write to you to confirm what took place and any solutions we have agreed, usually within three days of the meeting.
  5. If you do not want a meeting or it is not possible for us to meet, Ann will send you a detailed written reply to your complaint, including suggestions for resolving the matter, usually within 21 days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact Ann again and she will review the decision once more.
  7. Ann will write to you, usually within 14 days of receiving your request for a review, confirming her final position on your complaint and explaining the reasons.
  8. If you are still not satisfied, you may then contact the Legal Ombudsman.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.

If you have, then you must take your complaint to the Legal Ombudsman within certain time periods which are:

If you would like more information about the Legal Ombudsman, please contact them.

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority. www.sra.org.uk

Further help

If you require further assistance, please contact the Professional Ethics helpline.

©️ 2025 Exemplar Law Limited | Our Modern Slavery Statement | Our complaints policy

Exemplar Law Limited (SRA NO. 637302) is a limited company (registered in England and Wales number under company number 10583620) which is authorised and regulated by the Solicitors Regulation Authority (“SRA”). We use the term "partner" to refer to a Director of Exemplar Law Limited. A list of the names of Directors of Exemplar Law Limited and their respective professional qualifications may be inspected at our registered office, 2 Worrin Road, Shenfield, CM15 8DE. The SRA Code of Conduct sets out the rules and principles of professional conduct for practising solicitors and can be accessed from the SRA website.