Complaints Policy

We are committed to providing a high-quality legal service to all our clients.   When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.  We take all complaints seriously.

Please raise any concerns with the Fee Earner conducting your matter who will look to resolve matters with you.

In the event that they are unable to resolve matters to your satisfaction, please ask them to refer the matter to their Head of Department or area of Law (as shown in your Client Care Letter) who will review your matter and concerns and report to you.

Should your concerns remain unresolved, you should contact our Senior Complaints Officer, with details of what  remains unresolved, so we may consider   this as a formal complaint under our Complaints Policy.

Please contact our Senior Complaints Officer, either by email to: or by post to:  Senior Complaints Officer, Spire Solicitors  LLP, Holland Court, The Close, Norwich, Norfolk  NR1 4DY or FAX to 01603 610700.

What will happen next?

  1. We will send you a letter acknowledging receipt  of your complaint within  five days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint.  This will normally  involve passing  your file  to our Senior Complaints Officer, who will review  your matter  file and speak to the member  of staff who acted for you and Departmental Head.
  3. We are allowed eight weeks,  from the sending the of the acknowledgement letter, to provide  you with a detailed  written reply to your complaint, including  our suggestions for resolving the matter.  We aim to respond  quicker  than this but it will depend  on the complexity of the complaint.
  4. If you are not satisfied  with our reply and your complaint is in respect  of our provision of services,  you can contact  The Legal Ombudsman.

The Legal Ombudsman can help you if we are unable to resolve  your complaint ourselves. They will look at your complaint independently and it will not affect how we handle  your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. Contact  details


Call:  0300 555 0333.


Post: Legal Ombudsman, PO Box 6806, Wolverhampton WVl  9WJ

If your complaint is in respect of our behaviour, you can contact The Solicitors  Regulation Authority

The SRA works with firms such as ours to make sure we comply with the principles  of independence, fairness  and integrity  in order to best serve the interests of our clients and the public interest.

The SRA does not deal with issues of poor service. You can contact  the SRA here