Complaints Procedure
If something has gone wrong, we would rather hear it from you than not. This sets out exactly what happens when you tell us.
- Last updated 3 August 2026
Complete the named complaints handler, the postal address and the professional body escalation route in config/site.ts and here before launch. The escalation route depends on which body supervises the practice, so it must not be stated until that is confirmed.
How to Raise a Complaint
Tell us in writing, by email or letter, using the contact details in the footer. Set out what has gone wrong, when it happened and what you would like us to do about it. If it is easier to telephone first, do that and we will confirm what you have told us in writing.
You do not need to use any particular form of words and you will not be treated differently for complaining.
What Happens Next
- Acknowledgement within three working days
- We confirm we have received your complaint and tell you who is dealing with it.
- A full response within fifteen working days
- A written response setting out what we have found and what we propose to do. If the matter is complex and we need longer, we will tell you why and give you a revised date.
- A review if you are not satisfied
- If our response does not resolve it, ask for the matter to be reviewed by a principal who has not been involved.
If You Are Still Not Satisfied
You can refer the matter to the professional body that supervises the firm. That body, its contact details and the time limits that apply are shown on our regulation and credentials page.
[PLACEHOLDER: the professional body escalation route is not published until the supervising body is confirmed. Do not state a route you cannot evidence.]
Complaints About This Website
If something on this site is inaccurate, out of date or unclear, tell us and we will correct it. Content on regulated subjects carries a last reviewed date and the sources relied on, so if you think a page has fallen behind, point us at it.