Complaints Procedure

I aim to provide a high-quality service at all times. If you’re unhappy with any aspect of the service you’ve received, I want to know about it so I can put things right.

How to complain

Please contact me directly, by email at steven@trustlawyer.co.uk, setting out the details of your complaint.

What happens next

I will acknowledge your complaint within 7 days of receiving it. I will then investigate and aim to provide a full written response within 6 weeks.

If you remain unhappy

If, after receiving my final response, you’re not satisfied with how your complaint has been handled, you can ask the Legal Ombudsman to look into it. You should normally do this within six months of my final response, and no later than one year from the date of the act or omission you’re complaining about, or one year from when you should reasonably have known there was cause for complaint.

Legal Ombudsman
Phone: 0300 555 0333 (Monday–Friday, 9am–1pm)
Website: legalombudsman.org.uk

You can also raise concerns about my conduct directly with my regulator, the Solicitors Regulation Authority (SRA), at sra.org.uk.

Regulatory information

I practise as a freelance solicitor regulated by the Solicitors Regulation Authority (SRA number: 8008907). As a freelance solicitor, I am not required to hold insurance on the SRA’s Minimum Terms and Conditions; I hold adequate professional indemnity insurance through alternative arrangements.