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Service Standards and Complaints Procedure

We aim to provide a high-quality legal service to our clients, if something goes wrong, we need to know about it so that we can correct matters and so improve our standards further.

Our complaints procedure ensures we identify and address any failings so if at any point you become unhappy or concerned about the service we have provided, you should inform us immediately.


In the first instance it may be helpful to contact the person who is working on your case or a supervisor to discuss your concerns and we will do our best to resolve any issues at this stage. Those staff will make a judgment as to whether they are able to swiftly and informally deal with any issue to our client’s satisfaction. If you would like to make a formal complaint you should contact Mr Horsman our firms Complaints handler. Our firms’ supervisors are Josie Sonnessa and Cathy Walker.


Mr Horsman will deal with the formal complaint promptly, fairly, openly, and effectively in a transparent manner. He will acknowledge your complaint and provide a copy of the firm’s complaint handling policy, outlining his role and the timescales involves in investigating your complaint. A Complaints register is maintained identifying all matters relevant to a complaint investigation, to ensure our firms policy remains up to date , effective and compliant with our professional bodies guidelines.


The Solicitors Regulation authority can help if you are concerned about any aspects of our firms conduct when representing you, you can raise any concern or complaint with them directly via their website at

or write to them at:


Solicitors Regulation Authority,

The Cube,

199 Wharfside Street,


B1 1RN.



The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves, they will look at your complaint independently, they will also ask for my file and check that you have tried to resolve your complaint first through our firms’ complaints procedures.


Within 6 months of receiving a final response from Horsman Solicitors to your compliant, is when you must take your complaint to the Legal Ombudsman. If you fail to comply with these time-scales the Legal Ombudsman will not normally consider your complaint of which your complaint should be no more than one year from the date of act/omission, although they do have a level of discretion to allow out of time complaints beyond the one year.


The Legal Ombudsman can be contacted at:

0300 555 0333

PO BOX 6806, Wolverhampton, WV1 9WJ

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