• Thank you for all your help and advice. I would recommend you to anyone needing a good solicitor
  • Professional and friendly service!
  • Always most helpful, knowledgeable and understanding. Very pleasant and efficient
  • Thank you very much for all of the work that you have done, delighted with the speed with which matters were concluded

Complaints

Please read our following complaints information

If you are dissatisfied with the service we have provided then you have the right to complain. The Legal Ombudsman service has been operational since October 6th, 2010 and is ultimately responsible for ensuring that complaints are dealt with appropriately.

However, before you contact the Legal Ombudsman you must first register an official complaint with us. Normally, the Legal Ombudsman expects you to give us 8 weeks to try to resolve the matter. If after 8 weeks you are still dissatisfied you can then involve  the  Legal Ombudsman. For more information on how the Legal Ombudsman works please  visit the Legal Ombudsman website.

Martin Tolhurst Solicitors has a complaints procedure, a copy of which can be found below. If you need to pursue a complaint then please refer to the Legal Ombudsman but please refer your complaint to Martin Tolhurst Solicitors in the first instance.

Download the PDF for our written complaints procedure

Complaints Procedure PDF - how it works 

You may have approached or instructed us via our website, or we may have sent you an on-line link to commence our work, and your instructions may therefore constitute "online" trading with us. The European Union, with effect from 15th February 2016, requires all on-line traders, irrespective of whether they market products or services to consumers in other EU member states, require us to put a link to the European Commission's website informing you as client/consumers with us of the existence of the Online Dispute Resolution platform and the possibility of using it to resolve disputes together. The link to this platform is: http://ec.europa.eu/consumers/odr

If you wish to use this platform, please advise us and the appropriate email contact for this purpose is: rcarter@martintolhurst.co.uk

Timescales

In normal circumstances you are required to register a complaint within one year.  You must then give us 8 weeks to try to resolve your complaint before contacting the Legal Ombudsman. A complaint to the Legal Ombudsman must normally be made within six months of the date of the conclusion of the Firm's complaints procedure. In summary:

  • You must register your complaint with us within one year
  • The Legal Ombudsman expects you to give us 8 weeks to try to resolve your complaint
  • After this time, you can contact the Legal Ombudsman (but you must do so within 6 months)

Getting Started

To register a formal complaint, please write to us and include all the information suggested by the Legal Ombudsman - their website includes some useful checklists and sample letters.

In addition to the Legal Ombudsman, several other complaints bodies exist which are also able to deal with complaints about legal services - these are: Ombudsman Services, ProMediate, Small Claims Mediation and the European Online Dispute Resolution platform. Information about these alternatives can be found at: