Feedback and complaints policy


Our priority is to give the best possible service and value for money to all our clients. The feedback that we get suggests that we the overwhelming majority of our clients think that we achieve this. Nevertheless, we are not complacent and we constantly strive to improve our service.

Receiving negative feedback is never pleasant but if a client feels that we have fallen short then it is important that we should know so that we can try to restore confidence, put things right if possible and discuss within the firm how we can do better in future.

If you have a comment on our service (whether positive or negative) please let us know. You can address this to any member of the firm in the first instance in whatever way you choose although the clicking here is as good a way as any.


We are committed to providing all clients with a high quality legal service and we hope that you will be satisfied with the service we provide. However, should you have cause to complain we will aim to deal with the matter in a swift, reasoned and fair manner.

We consider a complaint to be an expression of dissatisfaction with the service provided by the firm where the client requires the firm to investigate their concerns. Complaints can be received by e-mail, letter, telephone or in person at a meeting. If the complaint is made by telephone or at a meeting you may be invited to submit full details in writing.

Who deals with complaints?

If the complaint cannot be resolved directly with the person dealing with your matter they have been instructed to direct any complaint immediately to Dervla Nash. She is the managing director of the firm and deals with client complaints. She can be contacted at our Shepton Mallet office at 57 High Street, Shepton Mallet, Somerset, BA4 5AQ, telephone 01749 330330. Her email address is

How will my complaint be investigated?

When Dervla receives your complaint she will send a letter within 7 days acknowledging it and providing you with a copy of our complaints policy. She may also ask you to clarify some details or provide more information.

Dervla will thoroughly review the complaint, consider the file and speak or meet with all members of staff she considers will help her understand what has happened. At the end of his review you will receive a letter confirming the issues raised and her findings and suggested solutions for resolving it. You can communicate with her by e-mail, phone or in writing. If you would prefer a face to face meeting to discuss your complaint and the decision this can be arranged.

We aim to resolve all complaints as soon as possible and in any event within the 8 weeks maximum period allowed by the Legal Ombudsman.

We hope that we will be able to resolve any complaints but it may be that we are unable to agree in which case you can ask the Legal Ombudsman to consider your complaint. The Legal Ombudsman is an independent organisation which handles complaints against solicitors. The Legal Ombudsman service is open to all members of the public and very small businesses, charities, clubs and trusts. For more information on their complaints procedure, including who may use their service and the time periods for involving them their details are:

The Legal Ombudsman can assist if you are not happy with you solicitors work or service and need to put things right examples include Communication such as not replying to your e-mails, letters or calls, Money – charging an amount you are not happy with, Work/Advice – giving unclear advice, Behaviour- not explaining issues properly.

The address of the Legal Ombudsman is:

PO Box 6806, Wolverhampton WV1 9WJ
Telephone: 0300 555 0333

You should contact the Legal Ombudsman no more than six years from the act or omission leading to your complaint or three years from the date you should have known about the complaint but not where the act or date of awareness is before 6 October 2010. You must also ensure that you are in touch with the Ombudsman within six months from the end of this complaints process otherwise they may be unable to investigate your complaint. If you are concerned about meeting this deadline please call the Legal Ombudsman on 0300 555 0333.

You can also complain to the Solicitors Regulation Authority (SRA) if you think a solicitor might be dishonest or you have concerns about their behaviour examples include Communication – Shutting down their law firm without telling you, Money – Taking or losing your money, Work/Advice – Dishonestly or deliberately overcharging you, Behaviour – Treating you unfairly because of your age, a disability or other characteristic.  The SRA can be contacted at or on 03706062555

How do we record complaints?

Dervla Nash will record your complaint in a central register and designate a separate file of papers for your complaint within a day of receiving it.