Complaints Procedure

Our commitment to you

Temple Gate Solicitors aims to provide an excellent service at all times. If you are unhappy with any aspect of our work or service, we encourage you to raise your concerns as early as possible. All complaints are taken seriously and handled promptly and fairly.

Step 1 — Tell your solicitor

In the first instance, please raise your concern directly with the solicitor handling your matter. Many issues can be resolved quickly at this stage.

Step 2 — Make a formal complaint

If you remain dissatisfied, you can make a formal complaint to our Complaints Officer:

Please set out your complaint in writing, including your file reference number, a description of your concern, and the outcome you are seeking.

What happens next

• 1We will acknowledge your complaint within 3 working days of receipt.
• 2A senior solicitor will investigate and send a full written response within 8 weeks of your complaint.
• 3Our response will explain our findings, any action we propose, and your options if you remain dissatisfied.

Step 3 — Legal Ombudsman

If you are not satisfied with our final response, or if we have not resolved your complaint within 8 weeks, you may refer the matter to the Legal Ombudsman:

The Legal Ombudsman expects you to have tried to resolve the complaint with us first. Complaints must ordinarily be made within 1 year of the act or omission, or within 1 year of when you should reasonably have known there was cause for complaint.

SRA concerns

If you have concerns about our conduct (rather than the quality of our service), you may report this to the Solicitors Regulation Authority (SRA):