Basingstoke: 01256 322911 Guildford: 01483 900150
Basingstoke Guildford
Hero Image Bleed


Complaints Procedure

Get a Quote

We hope that you will never feel it necessary to complain or express dissatisfaction with our services. If, however, a problem does arise, please draw it to our attention immediately so that we may endeavour to resolve it to your satisfaction.

If you do have a complaint please address it in the first instance to the person responsible for your matter. If you would rather not speak to the person responsible for your matter or it has not been resolved to your satisfaction please contact the complaints officer, Anthony Dodson in writing at or at our business address.

All complaints are investigated, handled promptly and fairly. Please allow us time to try and resolve your complaint. We will not charge for your complaint. If we have not resolved your complaint to your satisfaction you may be able to complain to the Legal Ombudsman and the service is free. The Legal Ombudsman will look at your complaint independently and it will not affect how we handle your matter.

You should take your complaint to the Legal Ombudsman within six months of receiving a final response to your complaint and no more than six years from the date of the act/omission or no more than three years from when you should reasonably have known there was cause for complaint. The Legal Ombudsman’s details are:

PO Box 6806
0300 5550333
Between 9am and 5pm

The Solicitors Regulation Authority can help if you are concerned about our actions. Please visit their website ( to see how they may be able to help.

You have a right to complain about your invoice. You may also have the right to object to the invoice by making a complaint to the Ombudsman at the address stated above. You may also have the right to apply to the court for an assessment of the invoice under Part III of the Solicitors Act 1974.

Our experts

What our clients say…

W said…

Dear Mr Twine,

I am writing to thank you for your tremendous hard work in helping Wills Chandler to raise £4,585.00 to date for Will Aid 2011, making you one of the to donating firms nationwide. This is a terrific achievement and we really appreciate the considerable effort that you have put into making Will Aid such a success. We are delighted to report that we have already received over £1.65m in donations and Gift Aid – the best result ever – and donations are still coming in! This will mean that many more thousands of children, families and older people will have their lives changed for the better.

We make the law make sense

Contact us today and we’ll call you back to arrange an initial consultation.

Get in Touch