Our Complaints Policy

At Lawson Wright LLP, we are committed to providing a high-quality legal service to all our clients. If you are unhappy with any aspect of our service, we want to know so that we can address your concerns and improve our standards. 


You can raise a complaint with us in writing, by email, by telephone, or by using our online complaint booking button below. While we find it often helps to clarify the issues if you raise them in writing, this is not a requirement. If you prefer not to meet directly, you are welcome to contact us by email or phone to discuss your concerns.


We do not charge for handling complaints. Please note, however, that if any part of our invoice remains unpaid, we may still be entitled to charge interest on the outstanding amount in accordance with our Terms of Business.

Raise Your Concern Directly with Our Team

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If you have a complaint, please raise it with the Team responsible for your matter. 


If for any reason that is not appropriate or you would prefer to speak to someone else, please contact our Complaint Handling Partner, by email at info@lawsonwright.com or by phone on +44 (0)20 8078 9782.


 

We will aim to deal with formal complaints as follows:

Acknowledgement

Within 5 working days of receiving your complaint (or a clarification, if needed), we will acknowledge your complaint in writing and confirm who will be dealing with it. 

Investigation

We will begin our investigation promptly, usually within two working days. This may involve reviewing your file and speaking with the fee earner(s) involved. We may suggest a meeting to discuss the issues in more detail. 

Response

We aim to provide a full response within 15 working days of our acknowledgement. This will explain our findings and, if appropriate, suggest how we might resolve the issue. 

Delays

If we are unable to respond fully within 15 working days, we will keep you updated at regular intervals (every 15 working days) until our investigation is complete. In any event, we will provide a substantive response within 8 weeks of receiving your complaint. 

Further Review

If you are not satisfied with our response, you may request a further review. This will be carried out by a different senior member of the firm not previously involved in the complaint. We will aim to provide a further response within 15 working days. 

 

If You Remain Dissatisfied


If you are not satisfied with our final response, you may be able to refer your complaint to the Legal Ombudsman, which offers a free and independent complaints service for individuals and small businesses.


Legal Ombudsman Contact Details:
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
📧 enquiries@legalombudsman.org.uk
📞 0300 555 0333
🌐 www.legalombudsman.org.uk


You must refer your complaint to the Legal Ombudsman within one year of the date of the act or omission being complained about, or within one year of when you realised that there was cause for complaint.

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Lawson Wright LLP

3rd Floor, 1 Ashley Road, Altrincham, Cheshire, United Kingdom, WA14 2DT

T. +44 (0)20 8078 9782

Copyrights© 2025 Lawson Wright LLP - reserve all rights


Lawson Wright LLP is a limited liability partnership with number OC453316. Authorised and regulated (under SRA number 8009409) by the Solicitors Regulation Authority. A full list of members is available at the registered office.  

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