Complaints Procedure
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Last updated: 11 October 2026
Please raise your concerns with us
All law firms are obliged to attempt to resolve problems that clients may have with the service provided. It is therefore important that you raise your concerns with us immediately, so that we have the opportunity to put things right.
Our commitment to you
We are committed to high quality legal advice and client care. If you are unhappy about any aspect of the service or about the bill, please contact your file handler so that we can do our best to resolve the problem.
If you still have queries or concerns, please contact Mobin Hussain, who is the client care partner to whom any final issues can be reported.
- 1
Contact your file handler
Raise the concern with the solicitor or case handler dealing with your matter. Most problems can be resolved quickly at this stage, and we would much rather hear from you early than have a concern grow.
- 2
Escalate to the client care partner
If speaking to your file handler has not resolved the issue, or if you would prefer not to raise it with them, contact Mobin Hussain, who is the client care partner and to whom any final issues can be reported.
- 3
Written response within eight weeks
We will investigate and respond. If we have not resolved your complaint to your satisfaction within eight weeks of receiving it, you may take it to the Legal Ombudsman.
- 4
Referral to the Legal Ombudsman
The Legal Ombudsman is the independent scheme for complaints about legal services in England and Wales. Normally a complaint must be brought within six months of our final written response.
Timescales
- We will acknowledge your complaint promptly and investigate it properly.
- We aim to provide a full written response as soon as we reasonably can, and in any event so that the position is clear to you.
- If we have not resolved your complaint to your satisfaction within eight weeks of receiving it, you are entitled to refer it to the Legal Ombudsman.
Regulatory bodies
We are regulated by the Solicitors Regulation Authority (SRA) and complaints and redress mechanisms are provided through them and the Legal Ombudsman.
Solicitors Regulation Authority
The SRA regulates solicitors and law firms in England and Wales. Concerns about professional conduct — as distinct from the service you received — can be reported to the SRA. Our SRA ID is 8000764.
sra.org.ukLegal Ombudsman
The independent scheme that investigates complaints about legal services. You can refer a complaint to the Legal Ombudsman if we have not resolved it to your satisfaction within eight weeks.
legalombudsman.org.ukLegal Ombudsman
If we are unable to resolve any such concerns to your satisfaction within eight weeks, you are entitled to make a complaint to the Legal Ombudsman:
- Postal address
- PO Box 6806, Wolverhampton WV1 9WJ
- Telephone
- 0300 555 0333
- Website
- legalombudsman.org.uk
The Legal Ombudsman investigates complaints about legal services. Normally complaints need to be made to the Legal Ombudsman within six months of receiving our final written response to your complaint.
The Legal Ombudsman also applies its own time limits for when the problem itself occurred, and may not be able to consider a complaint that falls outside them. If you are unsure whether you are in time, check the Legal Ombudsman's website or contact them directly.
Data protection complaints
Complaints about a client's rights under the UK General Data Protection Regulation and the Data Protection Act 2018 must be submitted to the Information Commissioner's Office:
Information Commissioner's Office
- ico.org.uk
- Telephone: 0303 123 1113
- Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
How we handle your data
Our Privacy Notice explains what personal information we collect, why we use it, how long we keep it and your rights under UK data protection law — including how to exercise them.
Read our Privacy NoticeGoverning law
Any disputes or legal issues arising from our Client Care and Terms of Business will be determined by the laws of England and Wales and considered exclusively by the English and Welsh courts.
Get in touch with us
Have a concern? We are here to help. Reach out using any of the methods below.
Our address
Suite 204, 16 Titan Court, Laporte Way, Luton, LU4 8EF
Send mail
info@injurylawspecialists.co.ukCall us
01582 415 836Raise a complaint in writing
If you would prefer to set out your concern in writing, please contact the client care partner directly at info@injurylawspecialists.co.uk or by post to Suite 204, 16 Titan Court, Laporte Way, Luton, LU4 8EF.
Please include your name, a telephone number or email address, and enough detail for us to identify your matter and understand your concern. We may need to ask for further information in order to investigate properly.
Related information
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