Complaints Policy

Ashtons Legal is committed to achieving a high level of service to all clients across the firm, and we take any complaints made against the firm seriously.

If you are unhappy about any aspect of the service provided or you have any other concerns regarding your matter, we prefer that you discuss it with the lawyer acting on your behalf. However, if you feel unable to do so for any reason, you should contact your lawyer’s supervisor or Tom Bailey, who is the Partner responsible for the firm’s client care arrangements.

His address details are:

The Long Barn
Fornham Business Court
Fornham St Martin
Bury St Edmunds
IP31 1SL

DX: 57200 Bury St Edmunds
Tel: 01603 703090
Fax: 01284 764214

If we are unable to resolve matters with you satisfactorily within a period of eight weeks from receiving your complaint, you may be entitled to refer your complaint to the Legal Ombudsman whose contact details are as follows:

Legal Ombudsman
PO Box 6806
WV1 9WJ.

Tel: 0300 555 0333


Any complaint to the Ombudsman must ordinarily be made within six months of our last substantive response to you concerning your complaint, or normally within a year from the occurrence of the act/omission which gave rise to your dissatisfaction, or no more than three years from when you could reasonably have known it had occurred.

Click here to view a full copy of our Complaints Handling Procedure.

Solicitors Regulation Authority

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.

You can raise your concerns with the Solicitors Regulation Authority.


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