Client Care and Complaints Procedure

We wish to provide you with a professional and efficient service. We like to keep our clients informed throughout the transaction. Wherever possible we shall contact you by email and text messaging at key stages and upon developments. We believe this provides fast and environmentally friendly communication. Please check your emails regularly. Where you do not have an email facility we shall use other forms of communication.

We will try to avoid the use of legal jargon where possible. If there is anything in our communications to you which requires any further explanation or clarification please do not hesitate to let us know.

We hope that you will be delighted with our service. However should there be any aspect with which you are unhappy please notify us immediately contacting Ian Saul or Helen Saul. We will always try to resolve any issues as quickly as possible. If Ian Saul is acting on your behalf he will try to resolve your complaint but if he is unable to do so it will be referred to Helen Saul. If Helen Saul is acting on your behalf she will try to resolve your complaint but is she is unable to do so it will be referred to Ian Saul. We will investigate your concerns objectively and try to provide a speedy and positive solution within 10 working days or if the matter is complex and it takes longer to deal with your complaint we will notify you within 10 working days and provide an approximate timescale for a response and if considered helpful to arrange a meeting with you.

If at the end of our complaints process you are not satisfied you have a right to complaint to the Legal Ombudsman.

The Legal Ombudsman can be contacted by telephone on 0300 555 0333 or through their website at https://www.legalombudsman.org.uk or by post to 

As a firm we are regulated by the Solicitors Regulation Authority and our reference number is 509654.