Complaints Procedure

Welcome to Routh Clarke Solicitors' Complaints Procedure updated on 5th November 2018.

We aim to give you the best service possible. However, if at any point there should be any aspect of our service you are unhappy with or concerned about, you should inform us immediately, so we can do our utmost to resolve it for you.

In the first instance it may be helpful to contact the person who is working on your case, to discuss your concerns and they will do their best to resolve any issues you have. Should they not be able to resolve this to a level you are satisfied with, you should make a formal complaint to Lisa Routh, who is the Practice Manager at this firm. Making a complaint will not affect how we handle your case and we will endeavour to ensure we have given a final response within eight weeks of receiving your formal complaint.

The Solicitors Regulation Authority can help you if you are concerned about a solicitor’s 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

We have eight weeks to consider your formal complaint. If we have not resolved it to your satisfaction within this time, you may wish to complain to the Legal Ombudsman. 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 to your complaint


  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please visit their website, email them or call 0300 555 0333 between 9am to 5pm. Alternatively, you can write to them at: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.

We can help. Call us on 01935 823883