Complaints Procedure

Ridouts is committed to providing a high-quality legal service. We pride ourselves on the close relationship that we cultivate with our clients and we encourage anyone that has a complaint to contact us as soon as an issue arises. We find that most issues can be resolved in a short telephone call in the first instance. If you would like to discuss any concerns about the legal service you have received, you should contact Paul Ridout by telephone or email:

Alternatively, you can make a formal complaint using the procedure below.

1. How to make a formal complaint

Formal complaints should be made in writing using one of the following methods:

  • Via email: [email protected]
  • Via post: Ridouts Professional Services PLC, 7-10 Chandos
    Street, London, W1G 9DQ

2. What happens after you make a complaint

2.1. We will acknowledge your complaint within five working days of receipt. A record of your complaint will be put on our Complaints Register.

2.2. Your complaint will be reviewed by Paul Ridout, or in his absence, a fellow director or a Senior Associate, who will investigate the details of your complaint and address your concerns. This may involve speaking to any members of staff that have worked on your case.

2.3. If your complaint is not complex, we will endeavour to give you a substantive response in writing within five working days of receiving your complaint. We will inform you of our decision and, if applicable, our suggestion/s for resolving the matter.

2.4. If your complaint is complex, or we require further information from you, you may be invited to a meeting in person or we may request a conference call to discuss the matter further. If so, we will contact you to indicate how this may affect the timings for a final response. If the date and time are unsuitable for you, please let us know as soon as possible.

2.5. If you do not want a meeting or it is not possible to meet with us, we will send you a detailed written response to your complaint, including (if applicable) our suggestions for resolving the matter.

2.6. If you are satisfied with the outcome of your complaint, your complaint will be closed and we will retain a copy for our records.

3. What to do if you are dissatisfied with our decision regarding your complaint

3.1. If you are not satisfied with the outcome of our complaints procedure, you are entitled to refer your complaint to the Legal Ombudsman. The Legal Ombudsman is an independent body that handles complaints.

3.2. You will need to lodge a complaint with the Legal Ombudsman within six months of receiving a final written response from us in respect of your complaint or within six years of the act or omission about which you are complaining (or if outside of this period, within three years of when you should reasonably have been aware of it).

3.3. The contact details for the Legal Ombudsman are as follows:

Legal Ombudsman
PO Box 6806
Wolverhampton
WV19WJ

Tel: 0300 555 0333
Email: [email protected]

Website: https://www.legalombudsman.org.uk/contact-us/