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Brooke Gordon Solicitors

Complaints Procedure

At Brooke Gordon, we are committed to providing a high-quality legal service to all our clients. We value feedback and take any concerns or complaints seriously. If something goes wrong, we need you to tell us about it so that we can resolve the issue and continually improve our services.

How to Make a Complaint

If you are unhappy with the service you have received, please contact us as soon as possible. You can make a complaint by:

What Happens Next

  • Acknowledgement – We will acknowledge receipt of your complaint within 7 working days.
  • Investigation – Your complaint will be investigated by a senior member of the firm who was not directly involved in the matter.
  • Response – We aim to provide a full written response within 28 days of acknowledging your complaint. If the matter is complex and requires more time, we will update you and explain the reasons for any delay.
  • Resolution – We will let you know the outcome of our investigation and any steps we propose to put things right.

What If You Are Not Satisfied?

If you are not satisfied with our final response, you may be entitled to refer your complaint to the Legal Ombudsman, who can independently review complaints about solicitors.

The Legal Ombudsman can be contacted at:

You normally need to bring your complaint to the Legal Ombudsman within 6 months of receiving our final written response, and 1 year from the date of the act/omission you are complaining about, or from when you should reasonably have known there was a cause for complaint.

Complaints About Our Professional Conduct

The Solicitors Regulation Authority (SRA) can help you if you are concerned about our behaviour, such as issues of dishonesty, discrimination, or breaches of professional standards.

You can contact the SRA at: