Complaints

Complaining about us

Email us and say what went wrong. Include the page, the firm and the figure if the complaint is about a price, because it lets us check the source immediately.

We will acknowledge within two working days and give you a full answer within twenty. If it is about a fee figure being wrong, we will check it against the firm's published page straight away and correct it before we reply, because a wrong price is doing damage while we investigate.

Report a wrong price at any time. You do not need to make a complaint to do it, and we would much rather hear it. Every figure on the site links to the page it was read from and shows the date, so a report that names the firm and the page is usually enough for us to fix it the same day.

Complaining about a law firm

We are not a law firm, we do not supervise the firms listed here, and we cannot resolve a complaint about the service one of them gave you. There is a clear route for that, and it works.

First, complain to the firm. Every firm regulated by the Solicitors Regulation Authority has to have a complaints procedure, has to give you a copy on request, and has up to eight weeks to resolve it.

Then, the Legal Ombudsman. If eight weeks pass without a resolution, or you are unhappy with the answer, the Legal Ombudsman investigates complaints about the service a firm gave, including about costs. Their service is free. There are time limits, so do not sit on it: broadly, within six months of the firm's final response, and within one year of the problem.

Misconduct goes to the SRA instead. The Legal Ombudsman handles poor service. The Solicitors Regulation Authority handles behaviour: dishonesty, taking money that should have been held for you, acting without your instructions. If that is what happened, report it to the SRA directly.

Complaining about how we handled your information

Come to us first and we will look at it. If you are still not satisfied, the Information Commissioner's Office is the independent regulator for data protection in the United Kingdom and you can complain to them at ico.org.uk or on 0303 123 1113. Your right to complain to them does not depend on complaining to us first.

What we do with complaints

We keep a record of every complaint and what we did about it. Where a complaint shows something about the site is wrong rather than one figure being wrong, we fix the underlying cause and say so in the reply.