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Complaints Procedure

Last updated: April 2026

Curtis Legal Limited is committed to providing a high quality legal service to all our clients. If something goes wrong or you are unhappy with any aspect of our service, we want to hear from you. This page explains how to make a complaint and what will happen next.

We take all complaints seriously. Making a complaint will not affect how we handle your matter.

Our Commitment to You

We aim to:

  • Acknowledge your complaint promptly
  • Investigate it thoroughly and fairly
  • Respond to you clearly and in plain English
  • Learn from complaints to improve our service

What to Do First

If you have a concern about your matter, please speak to the person handling your case in the first instance. Many concerns can be resolved quickly through a direct conversation. You can contact us by:

How to Make a Formal Complaint

If you wish to make a formal complaint, please set out your concerns in writing and send them to:

Simon Jenkins, Director & Solicitor
Curtis Legal Limited
The Alder Suite
Mamhilad Park Estate
Torfaen, NP4 0HZ

Or by email to: [email protected]

Please include the following in your complaint:

  • Your full name and contact details
  • Your matter reference number (if known)
  • A clear description of your concern
  • Details of what you would like us to do to resolve the matter

What Happens Next

Once we receive your formal complaint, the following process will apply:

Step 1 — Acknowledgement (within 3 working days)

We will acknowledge receipt of your complaint in writing within three working days. We will confirm who is dealing with your complaint and give you an estimated timeframe for our response.

Step 2 — Investigation (within 21 days)

We will investigate your complaint thoroughly. This may involve reviewing your file, speaking with the member of staff involved, and considering relevant correspondence. We aim to complete our investigation and provide a full written response within 21 days of acknowledging your complaint.

If we need more time to investigate, we will write to you to explain why and give you a revised timescale. We will keep you informed throughout the process.

Step 3 — Our Response

We will write to you with the outcome of our investigation. Our response will:

  • Explain what we have found
  • Set out our position clearly
  • Where we have made an error, acknowledge this and explain what we propose to do to put it right
  • Explain your options if you remain dissatisfied

If You Remain Dissatisfied

If you are not satisfied with our response, you have the right to refer your complaint to the Legal Ombudsman. The Legal Ombudsman is an independent body that can investigate complaints about legal service providers.

Before referring your complaint to the Legal Ombudsman, you must first give us the opportunity to resolve it. The Legal Ombudsman will generally expect you to have completed our internal complaints process first.

The time limits for referring a complaint to the Legal Ombudsman are:

  • Within one year of the act or omission you are complaining about, or
  • Within one year of you realising there was a cause for complaint

You must also refer your complaint to the Legal Ombudsman within six months of receiving our final written response to your complaint.

You can contact the Legal Ombudsman at:

Alternative Dispute Resolution

Alternative complaints bodies exist which are competent to deal with complaints about legal services should both parties wish to use such a scheme. We do not currently participate in an alternative dispute resolution scheme other than the Legal Ombudsman scheme described above.

Regulatory Complaints

If your complaint relates to our conduct or behaviour as a regulated firm — for example, a concern about dishonesty, misuse of client funds, or a serious breach of SRA Standards and Regulations — you may also report this to the Solicitors Regulation Authority (SRA).

Please note that the SRA deals with conduct matters, not complaints about the quality of legal services. If you are unhappy with the quality of our service, the Legal Ombudsman is the appropriate body.

You can contact the SRA at:

  • Website: sra.org.uk
  • Telephone: 0370 606 2555
  • Post: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN

Online Dispute Resolution

The European Commission provides an Online Dispute Resolution (ODR) platform which can be found at ec.europa.eu/consumers/odr. As a regulated legal service provider in the UK, our primary complaints route remains the Legal Ombudsman as described above.

Keeping Records

We maintain records of all complaints received and our responses to them. This helps us to identify patterns and improve our service. All records are handled in accordance with our Privacy Policy.

Contact Us

If you have any questions about our complaints procedure, please do not hesitate to contact us: