Should you wish to make a complaint....

Of course we hope you won't have to, but if you do, please review our company complaints procedure below.


If you have any problem with our service, the level of our fees, or with the way in which we have dealt with any job, please first contact the person dealing with your matter, or if you prefer their supervising partner, by telephone, e-mail or by post. Their references will appear on any Insight Law correspondence you have received.

We treat complaints very seriously and make every effort to deal with them effectively. We will investigate your complaint, and respond fully as soon as possible. Your complaint will be handled by Gemma Monday, Partner and Head of Residential Conveyancing.

We aim to acknowledge your complaint within 2 working days from the date of receipt and send an initial response within 10 working days. Should a substantive response be required we aim to send this to you within 20 working days. If, for any reason, we are unable to respond fully within 20 days, we will tell you why, and also tell you when we anticipate replying in full.

We aim to resolve your complaint as quickly as possible and in any event within 8 weeks from the date of receipt.

If we are unable to resolve your difficulty in this way, you will be offered the opportunity of an internal review.

If you do not believe that we have responded to your complaint within a reasonable time, or you are not satisfied with the response, you should contact the Legal Ombudsman. The helpline number is 0300 555 0333, and the address is PO Box 6806, Wolverhampton, WV1 9WJ. If you are calling from overseas, the contact telephone number is +44 121 245 3050. You can email the Legal Ombudsman on

A six month time limit, from the date of our final response, normally applies to complaints to the Legal Ombudsman. Usually complaints must be made to the Legal Ombudsman within six years of the date of the reason for the complaint, or within 3 years of discovery of the reason for the complaint.

Further information can be found on its website at

However, please note that the service provided by the Legal Ombudsman is only available to certain types of clients/organisations. Further details of those eligible for the service can be found on the Legal Ombudsman's website. Alternatively, you should contact the Ombudsman on the helpline number given above. 

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns with the Solicitors Regulation Authority at