The small print, written to be read.

Regulatory information

On a real firm's website, this section would set out:

• The statement "Authorised and regulated by the Solicitors Regulation Authority", with the firm's SRA number and a link to the SRA's register
• The legal entity (for example, a limited liability partnership), its registered number and its registered office
• Where a list of members or directors can be inspected
• The VAT number
• Professional indemnity insurance details, including the insurer and the territorial coverage
• The SRA digital badge, which a real firm must display and which links to live SRA records

Real firms also follow the SRA Standards and Regulations, including the Code of Conduct for Firms and the Transparency Rules. Our price and service information page shows how the transparency information is laid out.

Complaints procedure

We want to hear if something hasn't gone as it should. Most problems can be fixed quickly with a conversation.

1. Tell us. Speak to the person handling your matter, or contact our Client Care Partner, Ruth Pennock, on 01632 960 418 or by writing to the office. There's no charge for complaining.
2. We acknowledge it. We'll confirm receipt within 3 working days and explain what happens next.
3. We investigate. Someone not involved in your matter reviews the file and may invite you to a meeting or call.
4. Our final response. We'll give you a full written response within 8 weeks of receiving your complaint.

If you're unhappy with our final response, or we haven't resolved your complaint within 8 weeks, you can ask the Legal Ombudsman to look at it.

The Legal Ombudsman

The Legal Ombudsman is an independent, free scheme that looks at complaints about legal services. As general information:

• You normally need to complain to the firm first and give it up to 8 weeks to resolve things
• You usually need to contact the Ombudsman within six months of the firm's final response
• The problem should normally be referred within one year of it happening, or of when you should reasonably have known about it

Full and current details are on the Legal Ombudsman's website. Some businesses, charities and trustees may also be able to complain to the Ombudsman.

Concerns about a solicitor's conduct

The Legal Ombudsman deals with service complaints. If you're concerned about a solicitor's behaviour, for example dishonesty or treating someone unfairly because of their age, disability or another characteristic, you can raise it with the Solicitors Regulation Authority.

Separately, if you're unhappy with our bill, you may be able to ask the court to assess it under the Solicitors Act 1974.

Privacy notice (summary)

This concept website doesn't collect or send any personal data. Forms show a "Preview · nothing is sent" message. Saved quotes, saved guides and checklist ticks are kept only in your own browser (local storage), and you can clear them at any time.

A real firm would explain here what it collects (for example, identity documents for anti-money-laundering checks), why, its lawful bases, how long files are kept (often at least 6 years, and longer for wills and property matters), who it is shared with, and your rights under UK GDPR, including the right to complain to the Information Commissioner's Office.

Cookies

This site sets no cookies and uses no analytics or tracking. That's why there is no cookie banner.

Accessibility statement

We aim to meet WCAG 2.2 level AA. The site works with a keyboard, supports screen readers, respects reduced-motion settings, and works from 360 pixels wide. Text can be resized to 200%.

If anything is hard to use, or you'd like documents in large print, audio or another format, call 01632 960 418 and we'll help.

Website terms

Everything on this website is general information about the law in England and Wales. It isn't legal advice, and it doesn't create a solicitor and client relationship. Laws, rates and fees change, so please speak to us about your own situation before acting.

Credits

Concept design by Orderhatch. Pennock Hale is a fictional business. Photographs from Pexels, used under the Pexels licence and colour-graded for this concept. The people pictured are models, not the fictional staff named. Type: Literata, Public Sans and Spline Sans Mono (SIL Open Font Licence).