Complaints Procedure

At Adlington Law, we are committed to providing every one of our clients with the best possible service.  We always welcome all feedback, whether good or bad.  Whilst we always do our best, we do recognise that we may not always get it right and, if this is the case, we welcome the opportunity to discuss this with you, with a view to listening to you and amicably reaching a solution together.

However, in the event that you feel you have cause to raise a complaint, we would welcome you to contact us by way of email or letter, with the full details of your complaint.

What Happens Next

  1. Within 48 hours of receipt of your complaint, we will acknowledge receipt of your complaint either by email or letter, depending upon your own preference;
  2. Your complaint will then be fully investigated by Chris Lyon, our Equity Release Manager.  Your file will be fully reviewed and we will also speak with your file handler before reverting to you with our detailed findings and our proposals for resolution, within 14 days of our acknowledgement letter/email.  Our contact may be made by telephone, if possible, and followed up in writing;
  3. If you are not satisfied with our findings and the proposals we have submitted, please revert to us again and our Director, Carol Nuttall, will then review the matter further.
  4. Within 14 days of receipt of your request for review, we will write to you confirming our final position with regard to your complaint and we will outline our reasons for this.
  5. Should we be unable to comply with any of the above timescales, we will immediately let you know the reasons why.
  6. Should you remain unsatisfied with our findings, you are then obliged to contact the Legal Ombudsman, who is able to receive complaints from individuals and, in certain circumstances, from certain small businesses or organisations.   The contact details for the Legal Ombudsman are : PO BOX 6806, Wolverhampton, WV1 9WJ or email :; telephone 0345 555 0333.
  7. Any complaint to the Legal Ombudsman should be made within 6 months of receipt of our final written response to your complaint.
  8. All complaints must be made within 6 years from the date of the act or omission, or 3 years from when you should have been aware of the complaint.  The Ombudsman does not accept complaints where the act or omission or the date of awareness, was before 6th October 2010.  It is also important to note that the Ombudsman is unlikely to consider any complaint about a bill if you have previously applied to the Court for it to be assessed.
  9. Adlington Law Limited are regulated and authorised by the Solicitors Regulatory Authority (SRA), and you are at liberty to contact them if you believe we have not acted properly in relation to your matter.  Their contact details are : Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN.  They can also be contacted by email at or by telephone on 0370 606 2555.
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