1. About this Procedure
    1.1 We are committed to providing the very highest quality of legal services to all of our clients. If something goes wrong we want you to tell us about it so that we can address the issue with you and resolve the matter to your satisfaction.
  2. How to Make a Complaint
    2.1 If you are unhappy with any aspect of the service which you have received or the costs which you have been charged, you can raise your concerns immediately with the person who has had conduct of your matter, their manager or the supervising solicitor. Their contact details are in the Letter of Engagement signed by you upon our instruction.
    2.2 If your complaint relates to another employee or a manager, we understand that you may wish to contact the supervising solicitor, Kimberley Rawlings-Smith (kimberley@good-wills.co.uk) directly.
    2.3 If you have already raised concerns and are not satisfied with the response received, we would encourage you to contact Kimberley directly to investigate fully.
  3. Form of Complaint: Conduct
    3.1 If you wish for your complaint to be formally investigated, we require your concerns to be set out in writing and to include:
    3.1.1 Your full name and contact details
    3.1.2 Details of where you feel we failed to act appropriately, including names, dates and specific details
    3.1.3 What you hope to achieve as a result of your complaint
    3.1.4 The file reference number connected to the matter concerned
    3.2 All complaints should be sent to:

Kimberley Rawlings-Smith
Head of Legal & Compliance
Good Wills Law Limited
Worth Corner Business Centre
Turners Hill Road
West Sussex
RH10 7SL

Alternatively, you can e-mail: Kimberley@good-wills.co.uk

Please mark your correspondence ‘Private & Confidential’ as all our post is opened by employees in the office upon receipt, unless marked ‘Private & Confidential’.

  1. Form of Complaint: Costs
    4.1 If your complaint concerns costs, please follow the process set out at (3) above and include with your complaint the invoice number(s) concerned.
  2. What Happens Next?
    5.1 Within three working days of receiving your formal complaint in writing, we will send you a written acknowledgement together with a copy of this procedure.
    5.2 Responsibility for investigating your complaint will be assigned to the member of the firm best placed to carry out the investigation. They will usually review the file and speak to those who carried out the work.
    5.3 If appropriate, you may be invited to a meeting to discuss and hopefully resolve your complaint. If we propose a meeting you will be contacted within 14 working days of the sending of the acknowledgement letter. If a meeting takes place, we write to you within three working days after it takes place confirming what took place and setting out any solutions which were agreed with you.
    5.4 If we seek to resolve the matter without the meeting, or if you advise you do not wish to attend a meeting, once our investigation is complete we will send you a detailed reply to your complaint. This will include our findings and our suggestions for resolving the matter. We would normally expect to send this response to you within 21 working days of sending you the original acknowledgement letter (sent in 5.1 above). If, for any reason, we are not able to send you a full response within that period, we will write to you with an update and advise when we do expect to be able to write to you again.
  3. Legal Ombudsman
    6.1 If you are unhappy with our findings, you may have a right to refer your complaint to the Legal Ombudsman.
    6.2 The Legal Ombudsman is an independent organisation with powers to resolve complaints about legal services when issues have not been resolved between an individual and their lawyer.
    6.3 In order to make a complaint to the Legal Ombudsman you must:
    6.3.1 be a member of the public or a very small business, charity, club or trust; and
    6.3.2 make your complaint within six months of our final decision; or
    6.3.3 within six years of the act or omission which are you complaining about (or within three years of becoming aware of it).
    6.4 You can contact the Legal Ombudsman here:

The Legal Ombudsman
PO Box 6806

0300 555 0333

6.5 The Legal Ombudsman will not normally accept a complaint for investigation unless eight weeks have passed since you first raised your complaint with is. This is to allow us the opportunity to deal with your concerns.
6.6 You may make a complaint at any time within six months of our final decision about your complaint. If you do not refer your complaint to the Legal Ombudsman within that six month period, then your complaint may not be accepted by the Legal Ombudsman.
6.7 You may also lose your right to refer a complaint to the Legal Ombudsman if more than six years have passed since the event(s) about which you wish to complain, or if more than three years have passed since you should have realised that you had a possible complaint. It is important that you act promptly if you think you are entitled to refer a complaint to the Legal Ombudsman.

  1. Costs Complaint: Court Assessment & Legal Ombudsman
    7.1 Should, for any reason, we not be able to resolve your concern as to the costs you do have the right to apply to the Court for an Assessment of Costs under Part III of the Solicitors Act 1974. Please note, however, that the Legal Ombudsman may decide not to consider any complaint you may have about an invoice which has already been referred to the Court for an Assessment of Costs.
  2. Solicitors Regulation Authority
    8.1 If your concern relates to our conduct, you may wish to make a complaint to the Solicitors Regulation Authority.
    8.2 You can contact the Solicitors Regulation Authority here:

SRA Report
The Cube
199 Wharfside Street
B1 1RN

DX 720293 Birmingham 47


  1. Alternative Dispute Resolution
    9.1 Alternative complaints bodies such as ProMediate, www.promediate.co.uk, exist who are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
    9.2 However, we do not agree to use ProMediate. In the United Kingdom we believe that the Legal Ombudsman’s scheme is the most suitable for legal complaints.