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Our Complaints Policy & Procedure

Our Complaints Policy

We are committed to providing a high-quality legal service to all our clients.

When something goes wrong, we need you to tell us about it.  This will help us improve our standards.

In the first instance please contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. 

If you would like to make a formal complaint - Our Complaints Procedure is as follows: -

Our Complaints Procedure

Please send details of your complaint to Susan Howarth of Susan Howarth & Co Solicitors Ltd, 41 Chesterway, Northwich, Cheshire CW9 5JE, Tel:  01606 48777 or email .

What happens next?

  1. A Director will be allocated to investigate your concerns or complaint.
  1. If your complaint is about a director, then we will ensure that your complaint is handled by another Director of the Practice or another Solicitor of the practice.
  1. The person investigating your claim will: -
  1. Acknowledge receipt of your complaint within 5 days and confirm the name of the person handling your complaint at the same time providing you with a copy of our Complaints Procedure.
  2. Speak with the fee earner concerned and discuss your complaint.
  3. Review your file.
  4. If deemed appropriate, we may invite you into the office to discuss your complaint.
  5. Reply within 28 days of receipt of your complaint (or within 28 days of the meeting at (d) above) unless notified of a different timescale.
  6. At this point, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our responses and we will review your comments.
  7. We will write to you within 14 days of receiving your comments with our final position on your complaint.
  8. If you are still not satisfied, then the Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  1. Within one year of the date of the act or omission about which you are concerned; or
  2. Within one year of you realising there was a concern.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

  • Visit:
  • Call: 0300 555 0333 between 9.00 to 17.00.
  • Calling from overseas: +44 121 245 3050
  • NGT Lite users: 18001 0300 555 0333
  • Minicom text phone user: 18002 0300 555 0333
  • Email:
  • Write to: Legal Ombudsman, PO Box 6167, Slough. SL1 0EH

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority

Written: October 2022

Reviewed: February 2024

For more information or to speak to one of our experts, please call us on 01606 48777

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