Complaints

We aim to resolve concerns quickly and fairly. Please email info@gordoncolegal.com with “Complaint” in the subject, including your matter reference and the issue.

What to include

Your name and contact details
Matter reference (if applicable)
What happened, when it happened, and who was involved
What outcome you are seeking (e.g., apology, explanation, corrective action, fee review)
Any supporting information (emails, letters, screenshots, timeline)

How to complain (our process)

Stage 1 – Early resolution. Tell your usual contact or email info@gordoncolegal.com. We’ll try to resolve issues informally and quickly.
Stage 2 – Formal complaint. If unresolved, we’ll acknowledge your formal complaint in writing, assign a senior handler independent of the matter team, and investigate fairly (reviewing the file, speaking to staff, and considering your requested outcome).
Stage 3 – Review. If you remain dissatisfied, you may request a review by a director/partner not previously involved. We’ll confirm the review scope and issue our final written response with next-step signposting.

Timescales & outcomes

Acknowledgement: we aim to acknowledge formal complaints within 2 working days.
Investigation: we aim to provide a substantive response within 28 days (complex matters may take longer—if so, we’ll keep you updated).
Overall limit: in any event we aim to conclude our process within 8 weeks of receipt, which aligns with the Legal Ombudsman’s framework. After 8 weeks, you may take your complaint to the Legal Ombudsman even if our process has not completed.
Possible outcomes: explanation, apology, corrective action, service improvement, fee review/remedy where appropriate.

Note: Some matters (e.g., ongoing court proceedings) can limit what we can disclose at particular stages.

If we can’t resolve it

If you are not satisfied after our internal process—or if 8 weeks have passed since you first complained—you may be able to escalate to the Legal Ombudsman for service issues. Time limits apply.

Legal Ombudsman – investigates complaints about legal service. You must usually refer your complaint within one year of the act/omission or of when you should reasonably have known there was cause to complain, and within six months of our final response. See their website for details.

The Ombudsman generally expects you to use our process first and allows firms up to 8 weeks to respond.

Other authorities (conduct)

Bar Standards Board (BSB) – concerns about barristers’ conduct.
Solicitors Regulation Authority (SRA) – concerns about solicitors’ conduct (serious breaches of rules). Service complaints still go to the Legal Ombudsman.
Information Commissioner’s Office (ICO) – data protection/privacy concerns.

Service vs conduct – which route?

Service complaints (delay, cost, communication, quality of service) are for our internal process and, if unresolved, the Legal Ombudsman. Conduct concerns (dishonesty, discrimination, serious breaches of professional rules) may be reported to the relevant regulator (BSB or SRA) and do not always require an Ombudsman decision first.

Accessibility & reasonable adjustments

We can accept complaints by phone, video, large print, or via a representative. If you need adjustments, please tell us what would help and we will confirm arrangements.

How we handle complaint data

Complaint files may include personal and special category data. We use this only to investigate and respond, improve our services, meet regulatory duties, and demonstrate compliance. We retain complaint records in line with our retention policy and protect them with appropriate technical/organizational measures. See our Privacy Notice.