Complaints Information

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At Cross Border Legal Solicitors 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 so that we can resolve the problem and continually improve our standards.

If you have a complaint, please contact the person who has the conduct of your case in the first instance.  

What will happen next?

  1. Within seven days of receiving your complaint, we will send you a letter acknowledging receipt.  We will provide details of who will be dealing with your complaint, and when you can expect to have a response.  It may be necessary at this stage to ask you for more information, or to invite you to meet with us to discuss your complaint.
  2. We will record your complaint in our central register and will investigate your complaint by reviewing the relevant file and the issues you raise.  The member of staff who acted for you may be required to provide further details.
  3. We will then provide you with a detailed written response to your complaint, this may include our suggestions for resolving the matter.  We will aim to do this within fourteen days of acknowledging your letter.  If your complaint is very detailed, or your matter has been very complex, it may take us longer to complete a review and to respond to you, but we will keep you advised if this is the case.  Once again, it may be necessary to ask you to come in and meet with us in order to discuss your complaint before we are able to respond fully.
  4. Within seven days of any meeting we have with you, we will write to you to confirm what took place and any suggestions we have agreed with you.
  5. At this stage, if you are still not satisfied, please let us know.  We will then arrange to review our decision.  We would generally aim to do this within 14 days.
  6. We will then write to you confirming our final position on your complaint and explaining our reasons.  We will endeavour to do this within eight weeks of receiving your complaint unless there are exceptional reasons why we cannot, and we will keep you advised if this is the case.
  7. If you are not satisfied with our handling of your complaint, you can ask the Legal Ombudsman (contact details below) to consider the complaint. Normally you will need to bring your complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.

Legal Ombudsman ( 03005550333

P.O Box 6806



Complaining to the Solicitors Regulation Authority about us

For some types of complaints about solicitors, you may contact the Solicitors Regulation Authority, (SRA). SRA is the regulatory body which authorises and regulates UK law firms. 

Complaining to the Legal Ombudsman or the SRA about us

You must always complain to us first and in most cases, you will not be able to take your complaint any further if you have not done so.  Please use the process set out above to complain to us about the service you have received.  We will always try to resolve your complaint as quickly and satisfactorily as we can. 

More information about how to complain to the Legal Ombudsman or the SRA can be found on the SRA website.