fbpx Complaints Policy - Osborne Morris & Morgan Solicitors

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 Finance Director, Paul Lockhart, who is responsible for this policy.

Details are as follows:

Paul Lockhart (Finance Director)
Osborne Morris and Morgan
Danbury House
West Street
Leighton Buzzard

Or email paul.lockhart@ommlaw.co.uk

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 business days of receipt. We may at this stage ask you to confirm or explain any details we may be unsure of or invite you to attend our offices for a meeting to discuss your concerns
  • We will open a matter for your complaint and record it in our central register
  • Your complaint will be investigated by Sarah Winters 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  • We usually aim to complete the investigation within 21 days but it can take longer, especially if files have been archived or are particularly complex, in which case we aim to complete an investigation within 8 weeks
  • We will seek to mediate your complaint and resolve it to your satisfaction where possible. If Sarah Winters feels it would assist in fully understanding your complaint, she may ask you to attend a meeting.

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 www.legalombudsman.org.uk 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 enquiries@legalombudsman.org.uk


Sign up to our eNewsletter and keep up to date with legal and OM&M news, delivered straight into your inbox!

If you would like to receive our regular newsletter, please follow this link and complete the form:

Newsletter Signup Form

Why you should choose OM&M


were likely or certain to

recommend us


said our staff

listened well


said our staff were

very informative


were very satisfied with our overall

level of service


said it was very easy to

understand information


said our staff were very good at

giving information

With the head office in Leighton Buzzard, Osborne Morris & Morgan Solicitors acts for people locally, in the surrounding Home Counties and throughout the UK.

Osborne Morris and Morgan Limited is authorised and regulated by the Solicitors Regulation Authority.
SRA number: 815734
Company Number: 12622717

Tim Woolford LLB – Managing Director
Paul Lockhart – Finance Director

© 2023 by Osborne Morris and Morgan Limited. All rights reserved. Disclaimer