Complaints Procedure

Complaints Procedure

Customer service is fundamental to everything we do

We know that engaging with the legal system can be daunting, and we strive to make the process as easy for you as possible. We always hope that your experience with Slater & Gordon Lawyers is a good one, but we understand that sometimes things don't always go the way you would like. This leaflet outlines our policy for dealing with customer issues and handling service complaints. We are committed to making this process as fair and transparent as possible in order to provide a satisfactory resolution.


At the start of your case

At the outset of the case you will be given the name, address and telephone number of the person who will be dealing with your case and their Regional Complaints Officer ("RCO")/Supervisor. Should you find any aspect of our service, including your bill or your insurance policy, unsatisfactory, we would like to hear from you. Please either telephone or write direct to the RCO/Supervisor. We would not normally accept a complaint outside a six (6) month period from completion of your matter or from when the issue which gave rise to the complaint occured.


Initial Complaint Handling

1. If you phone we would hope that we can deal with the issue to your satisfaction there and then.

2. If you write to us or we have not been able to deal satisfactorily with your complaint on the telephone we will send you an acknowledgement letter within two (2) working days of us receiving your complaint.

3. Your complaint/issue will be investigated by the RCO and/or Supervisor who will examine your file and may discuss the matter with the member of staff who acted for you.

4. The RCO and/or Supervisor may call you in order to ensure the issues you have raised are properly understood.

5. The RCO and/or Supervisor will then send you his/her response to your issue/complaint within ten (10) working days of the issue of our letter of acknowledgement with his/her suggestions for resolving the matter.


Complaint Escalation

At this stage, if we have not been able to satisfactorily resolve your complaint you can write to us again at which time your complaint will be escalated to:

  • the Departmental Complaints Officer ("DCO") who will arrange to review your file and documentation and respond to you within ten(10) working days of us receiving your response,

and in the absence of a resolution at that time to:

  • the UK Chairman, who will review your complaint and associated correspondence within ten (10) working days of us receiving your further response.

Either the DCO or the UK Chairman will write to you confirming our final position regarding your complaint including proposed resolutions and explaining our reasons.


Referral to the Legal Ombudsman ("LeO")

In the unfortunate event that we have not been able to resolve your concerns, including billing issues, within an eight (8) week period, you may contact the LeO:

by email at

by phone on 0300 555 0333, or

by post at Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ.


Issues & Complaints Handling Policy

If your unresolved complaint relates to the insurance policy which is covering your matter you should write to the Financial Ombudsman Service:


Time Limits

The Legal Ombudsman’s objective is, in the first instance, to reconcile complaints and to assist clients and their solicitors to come to a mutual understanding. Referrals to the LeO should be made within six (6) months of receipt of our final response letter to your complaint or within three (3) years from the date you should reasonably have become aware of the problem and six (6) years from the date of an act/omission. Referrals to the Financial Ombudsman Service should normally be made within six (6) months.

If you take advantage of the Solicitors Act 1974 procedure you should be aware that there are strict time limits applicable to this procedure and you may therefore wish to seek independent legal advice:

Within a month from the date of our invoice, your right to a detailed assessment is unconditional.

If you delay beyond a month the court may impose restrictions.

Once a year has elapsed since the date of the invoice you will lose the right to a detailed assessment unless there are special circumstances.


You should be aware that the Legal Ombudsman may not consider a complaint about a bill if you have applied to the court for such an assessment.

For further guidance about how to make a complaint, visit:

"We seek at all times to give our clients the best possible service. Your service issue or complaint will be recorded on our central register and will be used to improve our service to our clients. Please be assured that we very much value both your business and your feedback"

Call us free on:

0800 0384 384