Complaints Procedure

We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us so that we can put matters right and improve our standards.

How to complain to us

Please raise your concern in the first instance with the fee earner handling your matter. If your complaint is not resolved to your satisfaction, please write to our Client Care Partner:

Client Care Partner
Anthony Gold Solicitors LLP
Hays Lane, The Cottons Centre 5th Floor, SE1 2QG, London, United Kingdom
Email: [email protected]

Our process

1. We will send you a written acknowledgement within 3 working days.
2. We will investigate your complaint. This typically involves reviewing your file and speaking with the fee earner concerned.
3. We will send you a full written response within 8 weeks. If we cannot resolve the complaint within this time we will explain why and provide a target date.

If you remain dissatisfied — the Legal Ombudsman

If you are not satisfied with our final response, or we have not resolved your complaint within 8 weeks, you may refer your complaint to the Legal Ombudsman.

Legal Ombudsman
PO Box 6167, Slough, SL1 0EH
Telephone: 0300 555 0333
Email: [email protected]
Website: legalombudsman.org.uk

Any complaint to the Legal Ombudsman must usually be made:

• Within six months of receiving our final response to your complaint; and
• No more than one year from the date of the act or omission being complained about; or
• No more than one year from the date when you should have realised there was cause for complaint.

Complaints about our conduct — the SRA

If your complaint relates to the professional conduct of the firm (for example, dishonesty, discrimination, or breach of the SRA Principles) you may report the matter to the Solicitors Regulation Authority at sra.org.uk or by telephone on 0370 606 2555.

Alternative dispute resolution

Alternative complaints bodies (such as ProMediate at promediate.co.uk) exist which are competent to deal with complaints about legal services. We have chosen not to adopt an ADR process; however, if you wish to use such a scheme we will consider your request.