Complaints Procedure

INTRODUCTION

We want to provide you with the highest quality service. If you are unhappy with our service or fees, please tell us so that we can investigate and attempt to resolve your concerns.

A complaint will not affect how we handle your matter, and you will not be charged for the time spent dealing with it.

HOW TO MAKE A COMPLAINT

You may initially contact the solicitor or team member handling your matter. If you would prefer, or your concern remains unresolved, please contact:

Rosie Houghton — Managing Partner
Houghton Legal LLP trading as Lawyers Online
The Old Police Station
Leamington Road
Broadway
WR12 7DZ

Email: advice@lawyersonline.co.uk
Telephone: 0800 093 1528

Please mark your correspondence “Complaint — for the attention of Rosie Houghton” and provide your name, matter details, the concerns you wish us to investigate and the outcome you are seeking.

We also have an office at 3rd Floor, 1 Albert Square, Manchester, M2 3FU, but please send postal complaints to Broadway.

If you require assistance or an adjustment to make your complaint, please let us know.

HOW WE HANDLE YOUR COMPLAINT

We will acknowledge your complaint, explain who will investigate it and provide an indication of the expected timescale.

We will review the relevant records and may contact you for further information. If the complaint concerns the person who would normally investigate it, we will arrange an appropriate alternative.

We will provide a written response explaining our findings and any proposed remedy. We aim to resolve complaints within eight weeks and will keep you informed if there is a delay.

IF WE CANNOT RESOLVE YOUR COMPLAINT

If you remain dissatisfied with our final response, or your complaint has not been resolved within eight weeks, you may be entitled to refer it to the Legal Ombudsman.

The Legal Ombudsman independently considers complaints about legal services, including service and fees. Eligibility depends on its Scheme Rules; certain larger businesses and organisations are not eligible.

A complaint should normally be referred:

• Within six months of receiving our final response; and
• No more than one year from the act or omission complained about, or no more than one year from when you should reasonably have known there was cause for complaint.

The Legal Ombudsman may extend these time limits in appropriate circumstances.

For further information, contact:

Website: www.legalombudsman.org.uk
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH

CONCERNS ABOUT PROFESSIONAL CONDUCT

The Solicitors Regulation Authority deals with concerns about potential breaches of its rules, such as dishonesty, misuse of client money or discrimination.

The SRA does not generally resolve service or fee complaints or award compensation for poor service. Those matters may fall within the Legal Ombudsman’s remit.

You may report a regulatory concern to the SRA without first completing our complaints procedure. Information about reporting concerns is available at www.sra.org.uk/consumers/problems/report-solicitor/.

Last updated: 30 September 2026