Complaints Procedure

Greenwoods GRM LLP is committed to providing a high quality legal service to all its clients. When something goes wrong we need you to tell us about it so that we can try to resolve the problem for you promptly and improve our standards.

Concerns about service or your bill should be raised in the first instance with the lawyer who is working for you. If your concerns cannot be resolved, or if you prefer, please follow the procedure below.

How to make a complaint

Please contact Rob Dillarstone, the Managing Partner, in writing at the Peterborough office: Monkstone House, City Road, Peterborough PE1 1JE. Emails should be sent to

To help us to understand your complaint, please tell us:

  • your full name and contact details
  • what you think we have got wrong and what you hope to achieve from your complaint
  • your file reference number (if you have it)

If you require any help in making your complaint or have any special needs which we should consider, please let us know.

What will happen next?

The person dealing with your complaint will write to you within seven days acknowledging your complaint, confirming our understanding of your concerns and enclosing a copy of this procedure. Where appropriate we will ask you to let us know, as soon as you can, if our understanding of your concerns is correct.

We will at the same time open a separate file for your complaint.

We will then start to investigate your complaint. This will usually involve the following steps:

  • reviewing your complaint
  • reviewing your file(s) and other relevant documents
  • speaking with the person who dealt with your matter
  • speaking with the relevant Department Manager or supervisor

We may need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.

We will update you on the progress of your complaint where appropriate and may invite you to a meeting to discuss your complaint if we feel this may assist. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.

We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 28 days of acknowledging receipt of your complaint or receiving confirmation from you that our understanding of your complaint is correct. If the matter is particularly complex or we are unable to address it within the above timescale, we will let you know and explain why.

If you are not satisfied with the outcome

If you are unhappy with the outcome of our complaints process, you can ask the Legal Ombudsman, an independent complaints body dealing with legal services complaints, to investigate your complaint. You can contact the Legal Ombudsman:

  • by post at PO Box 6806, Wolverhampton, WV1 9WJ
  • By telephone: 0300 555 0333
  • By email:

Further information can be obtained on their website: You must refer your complaint to the Legal Ombudsman within six months of our final written response to your complaint and within six years of the act or omission about which you are complaining occurring (or within three years of you becoming aware of it).

If the matter you wish to complain about relates to work undertaken by an individual in our
Private Client team who is also a member of the Society for Trust and Estate Practitioners
(‘STEP’) you may also complain to STEP. Further information can be found on their website:

Alternative dispute resolution bodies exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We have, however, chosen not to adopt an alternative process. If, therefore, you wish to complain further, you should contact the Legal Ombudsman.

In relation to your bill, you may also apply to the Court for assessment of the bill under Part III of the Solicitors Act 1974. If you have already applied to the Court for assessment of your bill, please be aware that the Legal Ombudsman cannot then consider it.

If you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could include alleged dishonesty, losing your money or if you feel you have been treated unfairly.


What will it cost?

We will not charge you for handling your complaint. The Legal Ombudsman service is free of charge.

Please note that if we have issued a bill for work done, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding. The Court may make a charge for assessment of your bill.


Updated: February 2020

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