Complaints Procedure

We aim to provide a high standard of legal service at all times. However, if something goes wrong, we want to know about it so that we can put matters right and improve our service.

How to Make a Complaint

If you are dissatisfied with any aspect of our service, please raise your concerns in the first instance with the person handling your matter.

If your concerns are not resolved, you may escalate your complaint to our Complaints Director:

Louise Trueman
Email: ltrueman@truemanbailey.com
Telephone: 01865 590330
Address: 12 Manor Road, Oxford, OX1 5AS

We will acknowledge your complaint within five working days of receipt and aim to provide a full response within 14 working days.

Legal Ombudsman

If you are not satisfied with our final response, you may refer your complaint to the Legal Ombudsman, an independent organisation that investigates complaints about legal service providers.

Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Time Limits for Referring a Complaint to the Legal Ombudsman

You should normally refer your complaint to the Legal Ombudsman:

  • Within six months of receiving our final response; and

  • No later than one year from the date of the act or omission complained about; or

  • No later than one year from the date on which you should reasonably have known there was cause for complaint.

Solicitors Regulation Authority (SRA)

If your complaint relates to the conduct of a solicitor, such as dishonesty, discrimination, breaches of professional rules, or misuse of client money, you may report your concerns to the Solicitors Regulation Authority (SRA).

Website: www.sra.org.uk/consumers/problems
Telephone: 0370 606 2555