We are committed to providing a high quality legal 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. 

Our complaints procedure 

If you have a complaint about our service or a bill that we have rendered on or both, please contact us with the details.  In the first instance, please contact the solicitor with conduct of your matter.  If you do not feel able to discuss it with then, then please contact the partner with overall supervision of your matter who will try and resolve it on an informal basis.  

The person to contact is Emma Post, and she can be reached at: 

Address:         Parkshot House, 5 Kew Road, Richmond, Surrey TW9 2PR 

Email:              emma@ne-familylaw.co.uk 

Tel:                  020 3924 8462 

Information to be provided: 

To enable us to understand the complaint please set out what you think we have got wrong and attach any relevant documents. Please confirm what the crux of your complaint is and what matters most to you and how you would like it to be resolved. Please ensure you include your full name, contact details and file number.  

What will happen next? 

1. We will send you a letter acknowledging receipt of your complaint within 14 days of us receiving the complaint, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to Emma Post who will review your file and speak to the member of staff who acted for you.
3. Emma Post will then invite you to a meeting to discuss and hopefully resolve your complaint. This will be done within 28 days of sending you the acknowledgement letter.
4. Within 14 days of the meeting, Emma Post will write to you to confirm what took place and any solutions she has agreed with you.
5. If you do not want a meeting or it is not possible, Emma Post will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 28 days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for Nicola Beale 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 we have to change any of the timescales above, we will let you know and explain why.
9. If you are still not satisfied, you can then contact the Legal Ombudsman at:

PO Box 6167 

Slough 

SL1 0EH 

Tel: 0300 555 0333  

Email: enquiries@legalombudsman.org.uk 

There are time limits within which complaints must be made to the Legal Ombudsman, as indicated below. 

Generally speaking, your complaint should be made to the Ombudsman no later than 12 months from when the problem occurred or from when you should reasonably have become aware of the problem. 

Additionally, you should make your complaint to the Ombudsman within six months of receiving a final response from us following the complaint that you have made to us. 

Normally, your complaint needs to fall inside both rules if the Ombudsman is going to investigate it. 

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

If you are concerned about our behaviour, you can also raise your concerns with the Solicitors Regulation Authority. 

Updated March 2025