Complaints Procedure

Your opinion is important to us, as a firm we pride ourselves on client satisfaction. If you are dissatisfied with the service we have provided then you have the right to complain.

We take complaints very seriously and aim to resolve any disputes quickly and amicably.

Should you wish to make a complaint, in the first instance it may be helpful to contact the person who is acting for you to discuss your concerns. If you still wish to go ahead and make a formal complaint, then please write to our Senior Partner Mr Martin Russell at the address below giving full details of your complaint and he will respond to you directly.

Complaints Partner
Bells Solicitors
5 Market Place
SO51 8XF

We will endeavour to acknowledge your complaint within 7 days of receiving it.  We will then investigate your complaint.  In some cases it may be necessary for us to ask you for further information or clarification as to the nature of your complaint.

Referring your complaint to the Legal Ombudsman

If we are unable to resolve your complaint within 8 weeks, or if you remain dissatisfied, then you can ask the Legal Ombudsman to consider your complaint.

The Legal Ombudsman can be contacted at:

Please note that not all clients will be entitled to have their complaint reviewed here so please check the scheme rules for further details.

Scope of the Legal Ombudsman Scheme

The Legal Ombudsman is an independent complaints handling body that deals with complaints about poor service by lawyers and, generally, will require you to have first raised your complaint with us before they become involved.

From 1 April 2023, the time limits to refer a complaint to the Legal Ombudsman changed. You must take your complaint to the Legal Ombudsman within 6 months of receipt of our written response and no more than 1 year from the date of the act or omission; or no more than 1 year from when you should reasonably have known that there was cause for complaint.

The right to refer a complaint to the Legal Ombudsman is not open to all types of client, e.g. large commercial companies, and the Legal Ombudsman may therefore decline to deal with your complaint. Please check the Scheme Rules for further details.

If you have concerns about the professional conduct of your solicitor or any member of our staff assisting with your matter, please raise this as a complaint in the first instance by following the complaints procedure above.  Alternatively or if you remain dissatisfied you may choose to contact the Solicitors Regulation Authority at The Cube, 199 Wharfside Street, Birmingham, B1 1RN or by email to (website: