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Osborne Morris & Morgan > Complaints Policy


Osborne Morris & Morgan is committed to providing a high-quality legal service to all clients. When something goes wrong we need you to tell us about it. This will help us improve our service to you and others in the future.

Our Complaints Procedure

If you have a complaint you should initially raise any concerns with the fee earner dealing with your matter. If the complaint cannot be resolved you should contact the firms Practice Manager, Mr Paul Lockhart.

Details are as follows:

Paul Lockhart (Practice Manager)
Osborne Morris and Morgan
Danbury House
West Street
Leighton Buzzard

Or email

You should provide the following information to make it easier to investigate your complaint.

  • The name of the fee earner handling your case
  • Your matter reference number
  • A brief outline of your complaint
  • Whether this complaint has been raised with the fee earner already and what the outcome was

What Will Happen Next

  • We will send you a letter or email acknowledging your complaint within 3 day business days of receipt. We may at this stage ask you to confirm or explain any details we may be unsure of
  • We will open a matter for your complaint and record it in our central register
  • Your complaint will be investigated by the Practice Manager who will examine the relevant matter. You will not be charged for our time spent investigating and responding to your complaint
  • We usually aim to complete the investigation within 21 days but it can take longer, especially if files have been archived or are particularly complex, in which case we aim to complete an investigation within 8 weeks
  • The Practice Manager will seek to mediate your complaint and resolve it to your satisfaction where possible. If the Practice manager feels it would assist in fully understanding your complaint he may ask you to attend a meeting. We hope that we can resolve your complaint and the Practice Manager will write to fully set out his views on the complaint

What Happens If You Are Still Not Satisfied?

If you are still not satisfied with the outcome you may be able to refer the matter to the independent Legal Ombudsman with whom we will cooperate fully. You should do so as soon as possible and in any event within 6 months of our final communication to you about your complaint.

The Legal Ombudsman’s website is and contains useful information including the criteria for accepting a complaint and time scales.

The Legal Ombudsman can be written to at the following address:

Legal Ombudsman

PO Box 6806



Or emailed at

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Contact a member of the team today

01525 378 177

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Accreditations & Awards

SME Luton Beds Business Award_Winner_2019Awards Night 2019In May of this year, we won the title of ‘Leighton Buzzard Business of the Year 2019’ at the SME Luton & Bedfordshire Business Awards.

We were delighted to receive the ‘Leighton Buzzard Business of the Year’ award for our dedication to providing the highest standards of client care whilst building strong links with the local community, supporting local charities and connecting businesses together.

Lexcel Law Society Accredited Certainty the National Will Register
Law Society Conveyancing Quality Accredited
Clinical Negligence Accredited - The Law Society
Bedfordshire Businesswomen Finalist 2018
riliance excellence in compliance
Bedfordshire Business Enterprise Awards Winner
Top Ranked Chambers UK 2015
Top Ranked Leading Firm - Chambers UK
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