Complaints Procedure

Top9 Solicitors is authorised and regulated by the Solicitors Regulation Authority (SRA).

We always strive to provide a high-quality legal service to all our clients with exceptional client care. We achieve this by delivering efficient and effective legal services, maintaining transparent billing practices and offering fair and competitive pricing.

If something goes wrong, please let us know. Your feedback helps us improve our standards and the service we provide. If you have a complaint, please contact us and provide as much detail as possible.

If you want to raise concerns or discuss how the service could be improved, the amount you are being charged, or anything you are unhappy with, you should contact the organisation’s principal (the person responsible for it) at the address/contact details that follow.

Telephone: +44 (0)1582 242505

Email: info@top9solicitors.com or

By post: Top9 Solicitors and Advocates, Courtney House, Ground Floor Office 6, 12 Dudley Street, Luton, Bedfordshire, LU2 ONT.

If the firm cannot resolve your complaint itself, you may be able to take the complaint to the Legal Ombudsman, an independent body that reviews complaints about the service provided by solicitors.

In simpler terms:

First, you complain directly to our firm.
If the firm cannot resolve your complaint, the Legal Ombudsman can independently investigate it.
Making a complaint to the Ombudsman does not affect how the law firm handles your underlying legal case.
The Ombudsman considers whether the service you received was inadequate or unsatisfactory.
Before accepting a complaint for investigation, the legal Ombudsman will check that you have tried to resolve your complaint with us first.

You must first complain directly to the legal firm/person involved and give them a chance to resolve the issue.
If they don't resolve it, you can then take the complaint to the Legal Ombudsman.
The Ombudsman generally won't investigate the complaint until you've followed and completed the firm’s own complaint procedure.

You generally have 6 months from the date of the final written response to take your complaint to the Legal Ombudsman.

There is also a long stop limit of 6 years from the act or omission that caused the complaint.

Alternatively, you may have 3 years from when you reasonably should have known that there was cause for complaint.

The Legal Ombudsman’s contact details are:

Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: Legal Ombudsman
Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH