Complaints Policy

1.1  If you are unhappy with our service or an invoice, we would like to hear about it so that we can put things right. Making a complaint costs nothing and will not affect how we handle your work.

2.1  You are welcome to raise a concern with the solicitor handling your work, or with the firm centrally:

1. by email to support@lawyerly.co;
2. by telephone on 0203 442 8479; or
3. by post to 3rd Floor, 45 Albemarle Street, London W1S 4JL.

2.2  It helps if you include your name, your business name, how you would like us to contact you, the work or invoice concerned, what went wrong and the outcome you are looking for. There is no need to use legal language. If you would like this policy or our response in another format, please ask.

3.1  We will acknowledge your complaint within three working days and let you know who is dealing with it.

3.2  Your complaint will be handled by a director who was not involved in the work or, if that is not possible, by a senior solicitor who was not involved.

3.3  They will review the file, speak to those involved and may ask you for further information.

3.4  We aim to send you a written response within four weeks, and you will receive our final written response within eight weeks of your complaint. It will set out what we found, what we propose to do, and your right to take the matter to the Legal Ombudsman.

3.5  If there is an exceptional delay, we will explain the reason and let you know when to expect our response. You may then go to the Legal Ombudsman without waiting.

4.1  If you feel our conclusions are wrong or incomplete, you may ask for an internal review within 14 days of our final response.

4.2  The review will be carried out by a director or senior solicitor who was not involved or, if there is no suitable person, by an independent solicitor at our cost. We aim to reply within 14 days.

4.3  You do not need to ask for an internal review before going to the Legal Ombudsman.

5.1  If you are not satisfied with our final response, or eight weeks have passed since you complained, you may be able to complain to the Legal Ombudsman.

5.2  The Legal Ombudsman can help individuals and smaller organisations, including:

1. businesses with fewer than ten employees and a turnover or balance sheet total of no more than €2 million;
2. charities, clubs and associations with a net annual income of less than £1 million;
3. trusts with assets of less than £1 million; and
4. personal representatives or beneficiaries of a deceased person's estate.

5.3  Larger businesses are not eligible. If we think this applies to you, we will explain this in our final response, and we will still deal with your complaint under this policy.

5.4  You should complain to the Legal Ombudsman within six months of our final response, and within one year of the problem or of when you should reasonably have known of it. The Legal Ombudsman can extend these limits where it is fair to do so, but it is best not to rely on this.

5.5  The Legal Ombudsman can be contacted at PO Box 6167, Slough SL1 0EH, on 0300 555 0333, at enquiries@legalombudsman.org.uk or at www.legalombudsman.org.uk.

6.1  The Legal Ombudsman deals with the standard of our service. Concerns about our conduct, such as dishonesty, discrimination or unfair treatment, may be raised with the Solicitors Regulation Authority at any time at www.sra.org.uk/consumers/problems, whether or not you have complained to us first.

7.1  Complaints about an invoice follow the same process and may be taken to the Legal Ombudsman if they are not resolved.

7.2  You may also have the right to ask the court to assess our bill under Part III of the Solicitors Act 1974. Strict time limits run from when the bill is delivered, and the Legal Ombudsman may not consider a complaint once you have applied for an assessment, so we recommend taking independent advice first.

8.1  We record every complaint, what we found and the action we took, and review these records regularly so that the same problem does not happen again. Records are held in line with our Privacy Notice.

8.2  If you have any questions about this policy, please email support@lawyerly.co.

Earlier versions of this policy are available below with the date on which each was last updated.

• Complaints Policy, version 2.0, last updated 15 September 2026