Our Policy

Our complaints procedure is designed to be fair, accessible, and quick in resolving any problems.

Our aim as a firm is to resolve any concerns or complaints expressed by our clients (or others) through discussion and dialogue. Almost all concerns and complaints are resolved satisfactorily in this way.

We are committed to providing high quality, bespoke legal advice and client care. If any of our clients express concern about the way a matter is being dealt with, the person responsible for that matter will try and resolve things straight away.

Our Procedure

If your concern cannot be resolved by the person you have been dealing with then please contact Helen Boddy, our Complaints Handling Partner, by writing to Boddy Matthews Solicitors, 7-11 High Street, Reigate RH2 9AA, or by emailing helen@boddymatthews.com or by telephoning on 01737 339838.

Helen Boddy will acknowledge receipt of your complaint. She will investigate and deal with your complaint or let you know the name of the person who will investigate the matter. You can expect to receive our acknowledgement within two working days of contacting us.

We will record your complaint in our Central Register and open a file straight away. We will then start our investigation of your complaint.

This may involve one or more of the following steps:

  1. We will review your file
  2. We will talk to the person who dealt with the matter
  3. We may telephone you to ask you for some more information
  4. We may write to you to ask you for some more information

We hope to complete our investigation within 20 working days of you first contacting us, sooner if we can. If we ask you for more information then it may take a little longer for us to complete our investigation depending on how quickly you tell us what we need to know.

When our investigation is completed we will write to you to let you know the outcome. We may invite you to talk to us about the matter on the phone or at a meeting so if you have any further questions or concerns these can be answered.

We hope by this stage your complaint will have been resolved but if you are still not satisfied you can contact us again and we will then arrange to review our decision with you.

We aim to resolve most complaints within 28 days of you contacting us.

We will do our best to resolve your complaint using this procedure, including any complaints that you may have about our bills. In the unlikely event that we are not able to do so to your satisfaction then we will write to you confirming our final position on your complaint and explain our reasons.

Referral to the Legal Ombudsman

If we are unable to resolve your complaint under our internal complaints process, you have the right to refer your complaint to the Legal Ombudsman. If you want to know more about this service the website can be found at www.legalombudsman.org.uk, or you can contact the Ombudsman by email: enquiries@legalombudsman.org.uk, or you can write to Legal Ombudsman at PO Box 6167, Slough, SL1 0EH.

You should give us the opportunity to resolve your complaint before the Ombudsman can get involved, and it is helpful if you raise any concerns you have as soon as possible.

After you have complained to us, the Legal Ombudsman will expect us to resolve the complaint within eight weeks. After this if we have still not been able to resolve your complaint to your satisfaction, you can refer your complaint the Legal Ombudsman.

Time Limits

You can refer your complaint to the Legal Ombudsman if we have not achieved a resolution within eight weeks of receiving your complaint.

You must refer your complaint to the Legal Ombudsman within six months of the date of a written response from us provided we include (i) an explanation that the Legal Ombudsman is available if you remain dissatisfied (ii) full contact details for the Legal Ombudsman and (iii) a warning that the complaint must be referred to the Legal Ombudsman within six months of the date of the written response.

If these conditions are not met, you must refer your complaint to the Legal Ombudsman no later than one year from the act/ omission complained of; or one year from when you should reasonably have known there was cause for complaint

The time limits for the Legal Ombudsman to consider a complaint are as follows:

1.    Within one year from the date of the act or omission being complained about; or

2.    Within one year from the date when you reasonably should have known there was cause for complaint.

The time limit for you to complain to the Legal Ombudsman is six months from the end of our complaints process, if at that time we give you:

1.    an explanation that the Legal Ombudsman is available if you remain dissatisfied;

2.    full contact details for the Legal Ombudsman; and

3.    a warning that the complaint must be referred to the Legal Ombudsman within six months of the date of the written response.

If at any stage in the procedure you need more information please contact us and we will clarify matters for you. 

Complaining to the Solicitors Regulation Authority (SRA)

The SRA rules aim to uphold high professional standards. We aim to adhere to these rules and maintain these standards.

Your right to complain

You have the right to complain to the SRA if you have concerns about our behaviour or conduct. SRA | Problems with law firms and individuals | Solicitors Regulation Authority.

If you consider that we might have breached the SRA rules or standards, you should report your concerns to the SRA. The quickest, easiest way for most people to report concerns is to download, complete and return the report form on the SRA website: SRA | Reporting a solicitor or firm to us | Solicitors Regulation Authority.

Helen Boddy
Compliance Officer for Legal Practice
July 2024