Complaints Procedure

  • No Win, No Fee
  • No hidden charges
  • Over 13 years experience
  • Specialist solicitors
  • Professional friendly service


We are committed to providing a high quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.


If you have a complaint please contact us in writing, addressed for the attention of the Complaints Handling Officer. We will deal with your complaint promptly, fairly, openly and effectively.


  1. We will send you a letter acknowledging your complaint. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 7 days of us receiving your complaint. We will record your complaint in our Central Register at the same time.
  2. We will then start to investigate your complaint. This will normally involve the following steps:
    We will pass your complaint to Tim Wixted, the Principal of the Firm, and Complaints Handling Officer, within 3 days. Mr Wixted will ask the member of staff who acted for you to reply to your complaint within 28 days of the initial complaint being received at the latest. He may alternatively reply.
  3. At this stage, if you are still not satisfied, do contact us again. We will then arrange to review our decision. We will invite you to discuss your complaint by telephone or in person should you prefer.
  4. We will let you know the results of the review within 14 days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons. If we have to change any of the timescales involved, we will let you know and explain why.
  5. If we are unable to resolve your complaint within 8 weeks you can refer it to the Legal Ombudsman. 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 six months of receiving a final response to your complaint and no more than six years from the date of act/omission; or no more than three years from when you should reasonably have known there was cause for complaint.
  6. If you would like more information about the Legal Ombudsman, please contact them. The contact details for the Legal Ombudsman are as follows:
    • Website:
    • Email: [email protected]
    • Telephone: 0300 555 0333 between 9.00 am to 17.00 pm
    • For minicom: call 0300 555 1777
    • In writing: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

    Do not send original documents to the Legal Ombudsman. They will scan any documents you send to make computer copies and then destroy the originals.

    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. You can raise your concerns with the Solicitors Regulation Authority if this applies.

  7. By way of information the Legal Ombudsmen may not deal with a complaint about any Bill of Costs if a client has applied to the Court for an assessment of it. The client also has the right to apply to the Court for an assessment of any Bill of Costs rendered under the Part III of the Solicitors Act 1974. A client may also use a firm’s Complaints Procedure in relation to any Bill of Costs sent to them.

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Mis-selling or mis-management by a SIPP Operator?

Have you suffered financial losses on a SIPP operated by a SIPP operator? If so, then you may have grounds for bringing a No Win No Fee claim.

Some SIPP operators have entered into dealings with third party advisers who are not authorised and regulated by the Financial Conduct Authority to give pension or investment advice. This is despite their regulatory body publishing alerts and giving warnings against such actions.

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Mis-sold or mis-managed investment or pension?

  • You were sold an investment without having been properly advised of the risks
  • Your personal circumstances or attitude to risk wasn’t properly considered
  • You were sold a SIPP or poor returning annuity
  • You were advised to invest all or most of your savings into a single investment
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We've got your questions covered

One of the UK’s leading specialists in financial mis-selling... The Times
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Make a no obligation enquiry

We're committed to ethical marketing and we'll NEVER cold-call or send spam emails or text messages to you
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