Complaints Handling Procedure

Here at Thompson Chapman, we are committed to providing all our clients with an efficient and effective service. However, if something goes wrong or you are unhappy with the service you receive from us, we need you to tell us about your concerns so we are able to maintain and improve our standards.

In the event that there is any aspect of our service with which you are dissatisfied we have a formal complaint handling procedure and we are happy to provide a copy on request.

In the first instance we suggest any concerns are raised with the fee earner who is dealing with your case and we would hope to resolve any issues at this stage. We are not prevented from continuing to act whilst your complaint is being considered.

If you have any reason to make a formal complaint you should contact the: Managing Director at 19 Knowsley Street, Bury, BL9 0ST, 0161 764 1035 or email or

You should set out details of your complaint, details of which shall be recorded in our complaints register. You can expect an acknowledgement within 7 days from the date the complaint was received by us identifying the person who will investigate.

A copy of the complaint will be given to the person against whom it was made and require them to provide a detailed response and file review within 14 days from the date your complaint was received by us.

Upon receipt of the response and file we shall review and write to you setting out the firms detailed response within 21 days of the complaint being received by us.

If you are dissatisfied with our response you should write to the Managing Director who will give you the option of attending a meeting to discuss your complaint. Within 14 days thereafter we shall write to you setting out the firm’s response to the meeting.

If following conclusion of the internal complaints procedure your complaint is still not resolved, you are entitled to refer the matter to the Legal Ombudsman.

Any complaint to the Legal Ombudsman about our service must be made after you have followed our internal complaints procedure and within 6 months of receiving a final response to your complaint from us; no more than 6 years from the date of act or omission or no more than 3 years from when you should reasonably have known there was cause to complain. For further information, you should contact the Legal Ombudsman. Contact details are as follows:-

Legal Ombudsman

PO Box 6806



Telephone: 0300 555 0333


If for any reason you are concerned about our behaviour you may contact the Solicitors Regulation Authority. Contact details are as follows:-

Solicitors Regulation Authority

The Cube

199 Wharf Side Street


B1 1RN

Telephone: 0370 606 2555