Complaints Policy
Version 1.1 · Last updated 15 May 2026
We want to provide a service that is clear and reliable. If you are unhappy with any part of our service, we want to hear about it and will deal with your concerns promptly, fairly, and respectfully.
This policy explains how to raise a complaint, what you can expect from us, and what further options are available if the issue is not resolved.
We may update this policy from time to time, where reasonably necessary.
You can complain about our service at any time by emailing us at support@lawyerly.co. To help us look into the issue properly, please include:
- your name, business name, and preferred contact details;
- what the advice or service related to;
- what you think went wrong; and
- what outcome you would like us to reach.
You do not need to use legal language; a clear explanation in your own words is enough.
When you complain, we will acknowledge your complaint within 3 working days, aim to send you a written response within 4 weeks, and send you a final written response within 8 weeks of first receiving your complaint. To investigate, we may review the relevant file, speak to the people involved, and ask you for more information if needed.
If you disagree with our outcome, you may ask for an internal review by the Legal Service Director within 14 days of our response, explaining why you think the outcome is wrong or incomplete. We will aim to reply within 14 days. You do not need to use the internal review process before approaching the Legal Ombudsman.
If your complaint is about the service you received, you may be able to refer it to the Legal Ombudsman once you have received our final written response, or once 8 weeks have passed since you first made your complaint. The Legal Ombudsman can look at complaints about service, including delay, communication, and the quality of the service provided. A complaint will usually need to be referred within 6 months of the final written response, and ordinarily no later than 1 year from the act or omission complained of, or 1 year from when you should reasonably have known there was cause for complaint. Current contact details are on the Legal Ombudsman's website.
If your concern is about a solicitor's conduct rather than service quality, you may also be able to raise it with the Solicitors Regulation Authority. The SRA is generally concerned with issues such as dishonesty, misuse of money, practising without proper authorisation, or other serious breaches of its rules. Complaints about poor service are usually matters for the Legal Ombudsman instead. Current reporting information is on the SRA's website.