Complaints Handling Procedure

Our aim is to provide the highest standards of client care and legal service at all times. We are proud to say that the large majority of our clients are very pleased with the service received and never have cause for complaint. However, we are not complacent and if you feel that we have fallen below those high standards, please let us know and we will seek to resolve any problems as quickly and openly as we can. We review complaints information regularly and address any underlying issues.

What to do if you have a complaint

If you have a concern or complaint, this should be raised initially with the person who has conduct of your case, either verbally or in writing. We hope that we will be able to resolve matters at this early stage. However, if this is not possible, or you would prefer not to raise your concerns with that person, please address your complaint to their team leader, who will discuss your concerns with them and respond to you. In the majority of cases, this is successful in resolving any outstanding issues.

If in the unlikely event the fee earner or their supervisor is unable to adequately address your concerns, or if you feel the matter is too serious to raise with them or their supervisor then in the first instance you could contact our Compliance Officer, Mr. Mark Flynn, 0800 6 300 301 who will be able to assist.

We define a complaint to be an expression of dissatisfaction, which alleges that the complainant has suffered (or may suffer) financial loss, distress, inconvenience, or other detriment.

If you wish to make a formal complaint please write to Louise Lunt at Smooth Law Limited, 104 Mere Grange, Leaside, St Helens, WA9 5GG or email who will be able to assist.

SorryMate is a trading name of Smooth Law Limited. Smooth Law Limited is a limited company registered in England and Wales, registration number 07387835.

Smooth Law is regulated and authorised by the Solicitors Regulation Authority, registration number 619610, and is subject to the SRA Code of Conduct. It is regulated by the Financial Conduct Authority for insurance mediation activities.

If you are not or were not our client then we may be unable, for reasons of client confidentiality, to write to you unless we have the client’s written consent for you to present their complaint and correspond with you.

We will not charge you for investigating your complaint or corresponding with you.

What will happen next?

We will send you a letter acknowledging receipt of your complaint within three working days of receiving the complaint. Fergus Dalgarno will investigate your complaint. He will review your matter file and speak to the member of staff who acted for you. Fergus will provide you with a detailed response, including any suggestions for resolving the matter where appropriate, within twenty-eight days. If more than twenty-eight days are required, for example where complex issues are raised, then you will be informed of the reason for the delay and a timeframe agreed.

At this stage, if there are still outstanding issues or you are still not satisfied, you should contact us again and we will arrange for Louise Burns-Lunt, COFA, to review the decision. We will write to you within 28 days of receiving your request for a review, confirming our final position to you on your complaint and explaining our reasons.

If you are not satisfied with our response

If you are not satisfied with our response you can contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ: Normally, you will need to bring a complaint to the Legal Ombudsman within 6 months of receiving a final written response from us about your complaint. You may contact the Legal Ombudsman on 0300 555 0333 or at