Complaints Procedure
Last updated: 5 August 2026
We aim to get things right first time, but if something falls short we want to know about it. This procedure explains how to complain, how we will handle it, and where you can go if you remain unhappy.
How to complain
If you are unhappy with any aspect of our service, raise it first with the person handling your matter; most concerns can be put right quickly at that stage. If that does not resolve it, or you would rather not raise it with your handler, email our complaints manager at info@propertylawonline.co.uk with “Complaint” in the subject line, your name and your matter reference.
What happens next
We will acknowledge your complaint in writing within 3 working days of receiving it, confirming who is investigating and when you will hear from us. We will then investigate and send you a full written response within 28 days, setting out our findings and any remedy we propose. If the investigation takes longer for any reason, we will write to you before the 28 days expire, explain why, and give you a revised date.
What we may offer
Depending on what our investigation finds, remedies may include an apology, putting the work right without further charge, a reduction or refund of fees, or a goodwill payment. Making a complaint will never affect the standard of service on your ongoing matter.
If you remain unhappy
If you are not satisfied with our final response, or more than eight weeks have passed since you first complained, you may refer your complaint to the Legal Ombudsman, the independent body for service complaints about legal practices: legalombudsman.org.uk. You should normally refer a complaint within six months of our final response.