Our complaints procedure

We’re here to help

If something goes wrong please let us know as soon as possible so that we can do our best to put things right. It’s important that you share your experience with us so we can continually improve our service for you and other users of Access Solicitor in the future.

Complaints about lawyers

If you want to complain about the services provided by a lawyer listed with Access Solicitor you should complain directly to the law firm. Your complaint should initially follow the law firm’s complaints handling procedure. The law firm should give this to you at the start of engaging them, or you can request it again at any time. You may also find it easier to use the free complaint service of our partner resolver.

If you remain unsatisfied with the lawyer and law firm’s response to your complaint, you have a few options. One option is to ask your law firm to use an independent mediator to help resolve your complaint, and to help you with this we offer you free mediation through our partner Pro Mediate. Another option, either before or after mediation, is to refer your complaint through a simple procedure to the Legal Ombudsman

We expect the highest standard of customer service from all the lawyers listed on Access Solicitor, so if you feel that has not happened we also want to know. If you let us know then we will record your feedback and also ask the lawyer to answer your complaint directly. 

For the benefit of future users of Access Solicitor we always wish to know how your complaints progress and whether they are satisfactorily resolved or not. Please remember to update us, because without your permission lawyers are prevented by professional rules from telling us whether your complaint was satisfactorily resolved or not.

Complaints about Access Solicitor’s service

We aim to give you the best customer service possible, so if you feel we’ve fallen short of this please let us know. We’ll work with you to put things right and we’ll always try to use your feedback to improve things where we can.

We are fully committed to addressing all complaints, fully and fairly, and in a reasonable timeframe. We prefer to resolve complaints by telephone – but if you’d prefer to receive a response in writing, then please ask.

If you have a complaint, we’ve set out our formal internal complaints procedure below.

How to contact us

By phone on 07982 393 149

Please ask our Customer Care team to call you back. We will try our best to resolve your complaint during your initial phone call. However, where this is not possible, we will agree a course of action with clear timeframes and next steps to resolve your complaint wherever possible.

By email

Use the online comtact at Contact us. Your email will be acknowledged within 48 hours of receipt and we aim to resolve your complaint within 28 days of receipt.

By mail

If you’d prefer to send us a letter, you can write to us at Customer Care, Access Solicitor, 5 Wormwood Street, London, EC2M 1RQ. Your letter will be acknowledged within 48 hours of receipt and we aim to resolve your complaint within 28 days of receipt. 

If you remain dissatisfied

We’ll always aim to resolve any complaint to your complete satisfaction. If a complaint is not resolved to your satisfaction you can ask to escalate the issue to a director.


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