Complaint Procedure

Please contact us in writing with your complaint: We are happy to resolve:

We are determined to providing all our clients with professional quality service. However, we recognise that occasionally you may wish to raise concerns with us about the service that you have received. In the first instance, we suggest that you raise these concerns with the person dealing with your case, who will try to help. A copy of our full written complaints procedure is available on request.

The Solicitors Regulation Authority can help you 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.

If a problem arises at any time, please contact us so that we can talk about your concerns. We will try to resolve any issues you raise. If you are not satisfied with our solution or if you feel the need to raise an issue formally, then we would request that you put this in writing and address it to our Complaints Director, Mr Masood Aslam , c/o the Client Care Department, Bridgeway Solicitors, 175-177, First Floor, Newmarket Road, Cambridge CB5 8HA. Alternatively, please contact the switchboard and ask to be put through to the Client Care Department.

Your complaint will be formally acknowledged and the full procedure that ought to be followed in dealing with your complaint will be explained to you at that time.  Your complaint will be dealt with promptly, fairly, openly and effectively. A full response to your complaint will be sent to you within four weeks of the date we receive it.

Once you have exhausted the Firm’s internal complaints procedure, you are also entitled to seek a review of your complaint by the Legal Ombudsman, an independent complaints body.

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:


* Within six months of receiving a final response to your complaint; And

* No more than six years from the date of act/omission; or

* No more than three years from when you should reasonably have known there was cause for complaint.


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


The contact details of the Legal Ombudsman are:

Legal Ombudsman,

PO Box 6806,



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Tel – 0300 555 0333
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