Complaints Procedure

We are committed to providing the highest level of legal service to all our clients.  However, should you find you become concerned about the level of service we provide, please inform us immediately.  We will act quickly and do all we can to remedy the situation.

In the first instance it might be helpful to contact the person who is working on your matter and discuss your concerns.  You may find they can easily resolve the issue at this stage. If however, you would like to make a formal complaint, you will can read our full complaints policy by following this link T A Matthews, Complaints Policy 2023

We will continue to deal with your matter, while your complaint is being investigated.  

You can raise your concerns with the Solicitors Regulation Authority (SRA)  The SRA will be able to assist with concerns about, our behaviour e.g. dishonesty or unfairly treating you.

What to do if we are unable to resolve your complaint?

If in the unlikely event, we have been unable to resolve your issue, the Legal Ombudsman can assist.

The Legal Ombudsman will look at your complaint in a fair and independent way. They will not provide you with legal advice.

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:

(a) within six months of receiving our final response to your complaint;

and

(b) no more than one year from the date of act/omission; or

(c) no more than one year from when you should reasonably jave known there was cause for complaint.

The Legal Ombudsman’s contact details are:-

Telephone: 0300 555 0333 Minicom: 0300 555 1777

Website: www.legalombudsman.org.uk

Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH