Complaints procedure

If something has gone wrong, tell us.

We take every complaint seriously and we would rather hear it from you than lose you. This page sets out what happens, step by step, and when.

How to raise a concern, step by step

Tell us

Speak to the solicitor running your matter, or write to the complaints partner, Eleanor Marlow, at complaints@marlowreid.co.uk or 14 Hill Street, Richmond TW9 1TN.

We acknowledge

Within three working days you get a written acknowledgement naming the person handling your complaint.

We investigate

We review the file, speak to the people involved and may ask to meet you. You receive a written response within 15 working days, or a date by which you will.

If you are still unhappy

You can ask the Legal Ombudsman to look at it. We have eight weeks in total to resolve your complaint before you can go to them.

The Legal Ombudsman

The Legal Ombudsman can look at a complaint if you contact them within six months of our final response, and within one year of the problem happening or one year of when you should reasonably have known about it.

Legal Ombudsman, PO Box 6167, Slough SL1 0EH · 0300 555 0333 · enquiries@legalombudsman.org.uk · legalombudsman.org.uk

The Solicitors Regulation Authority

The SRA regulates our conduct. If you think a solicitor has been dishonest, treated you unfairly because of a protected characteristic, or broken the rules, you can report it to them at sra.org.uk/consumers/problems.

Complaints about a bill

You may also have the right to ask a court to assess a bill under Part III of the Solicitors Act 1974. If all or part of a bill is unpaid, we may charge interest. The Legal Ombudsman may not deal with a complaint about a bill if you have applied to the court for assessment.

This procedure was last reviewed in September 2026. Replace the names, addresses and timescales with your own before publishing, and check them against your regulator’s current rules.