Thorne Segar

Complaints Policy

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

You can raise your concerns with the Solicitors Regulation Authority.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response from us to your complaint


  • No more than one year from the date of the act or omission being complained about or
  • No more than one year from the date when the complainant should have realised that there was cause for complaint

If you would like more information about the Legal Ombudsman, please contact them.

Call: 0300 555 0333 between 9am to 5pm.


Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ


Our complaints procedure

We are committed to providing a high-quality service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, write to us with the details.


What will happen next?

  1. You should set out your complaint in writing in as much detail as possible, and send this to the Client Care Director- currently Iestyn Milton-Jenkins.
  2. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure
  3. We will then investigate your complaint. This will normally involve passing your complaint to our Client Care Director who will review your matter file and speak to the member(s) of staff who acted for you
  4. The Client Care Director will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter. If this time scale is not achievable (for example, because the matter is lengthy or complex, the relevant staff are not immediately available, or public holidays intervene) we will write to you to advise of the new response date. The Client Care Director may also write to you or request a meeting to clarify details of your complaint.
  5. You have the right to request a meeting with the Client Care Director to discuss the outcome.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another Director to review the decision.
  7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8. If you are still not satisfied, you can contact the Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at
  9. The Legal Ombudsman may not deal with a complaint about a bill if you have applied to the court for assessment of that bill.


If we have to change any of the timescales above, we will let you know and explain why.


CALL: 01643 703234