For you and your family
Private client services
You are told at the outset who is handling your matter, and you deal with them directly. Where a member of the team is a solicitor, their SRA number is published here so you can verify it on the SRA's public register before you instruct us.
On this page
- Step One - Tell Us
- Step Two - What we will do
- Step Three - the legal Ombudsman
- If complaint is about a bill
- Complaints about conduct — the SRA
- Alternative dispute resolution
- How to contact us
Last updated: 21/09/2025
Step one — tell us
Raise it with the person handling your matter first. Most concerns are resolved straight away, simply by talking about them.
If you would rather not, or if that does not resolve it, put your complaint in writing to † — name the complaints handler and give a direct email address — at Herschel Law Ltd, 60 High Street, Slough, Berkshire SL1 1EL, or email info@herschel-law.co.uk.
Tell us:
- Your name and your matter reference, if you have one
- What has happened, and when
- What you would like us to do to put it right
Step two — what we will do
Raise it with the person handling your matter first. Most concerns are resolved straight away, simply by talking about them.
- We acknowledge your complaint within † working days and tell you who is investigating it.
- We investigate — which normally means reviewing the file and speaking to the person who handled your matter.
- We respond in writing within † — state the period — setting out what we found, and what we propose to do.
- If you are still unhappy, tell us and we will review the response. If we cannot resolve it, we will confirm that in writing as our final response.
Step three — the Legal Ombudsman
If you are not satisfied with our final response, or if eight weeks pass without one, you can ask the Legal Ombudsman to look at the complaint. The service is independent and free to you.
There are time limits, and the Ombudsman applies them strictly:
- Within six months of receiving our final written response, and
- Within one year of the act or omission complained about, or within one year of when you should reasonably have known there was cause for complaint
Legal Ombudsman
PO Box 6806, Wolverhampton WV1 9WJ
0300 555 0333
enquiries@legalombudsman.org.uk
legalombudsman.org.uk
If your complaint is about a bill
You can complain to us about a bill in the same way. You may also have the right to apply to the court for an assessment of our costs under the Solicitors Act 1974 — time limits apply, and the Legal Ombudsman may not consider a complaint about a bill if the court is already assessing it.
Complaints about conduct — the SRA
The Legal Ombudsman deals with complaints about service. Complaints about conduct — dishonesty, discrimination, or a breach of the SRA’s rules — go to the Solicitors Regulation Authority instead.
Report a solicitor to the SRA. Our SRA firm number is 8001050.
Alternative dispute resolution
Alternative complaints bodies exist which are competent to deal with complaints about legal services, should both you and this firm agree to use such a scheme. † — state whether the firm agrees to use one and, if so, name it. If the firm does not, say so plainly: you are required to tell clients either way.
How to contact us about this
Write to Herschel Law Ltd, 60 High Street, Slough, Berkshire SL1 1EL, email info@herschel-law.co.uk, or call 01753 299611.
Still have a question?
Call us or send an enquiry. The first consultation is free, and we will tell you plainly whether we can help.