Our complaints procedure

If something has gone wrong

We would rather hear about it than not. If you become unhappy with the service you have received, or with a bill, tell us and we will look at it properly. Raising a complaint costs you nothing and does not affect how your matter is handled.

How to complain

In the first instance please contact Chris Moore, Director and Solicitor, at Crown Solicitors, Regus, 1st Floor, Romer House, 132 Lewisham High Street, London SE13 6EE, or by email at info@crownsolicitorslaw.com.

By telephone: Phone pendingThe firm's telephone number is not yet published. Until it is, please complain by post or by email — both routes are treated identically.

Tell us what went wrong and what you would like us to do about it. We will acknowledge your complaint within 7 working days and set out how it will be handled. We aim to give you a full written response within eight weeks; if we need longer we will tell you, and why.

If we cannot resolve it

If we have not resolved your complaint within eight weeks, you may be able to refer it to the Legal Ombudsman, which looks at complaints about the service provided by law firms. Its service is free to consumers.

Normally you must refer a complaint within six months of our final written response, and within the Legal Ombudsman's current time limits running from the act or omission you are complaining about. Check the current limits on its website, as they change.

Legal Ombudsman, PO Box 6167, Slough SL1 0EH · enquiries@legalombudsman.org.uk · 0300 555 0333.

Complaints about our conduct

The Legal Ombudsman deals with service. Conduct is a matter for the Solicitors Regulation Authority, which you can contact directly if you are concerned about behaviour rather than service — dishonesty, the taking or loss of your money, or being treated unfairly because of your age, disability or another protected characteristic. Report concerns through sra.org.uk.