call thorpe and co scarborough, whitby and filey solicitors Monday to Friday 8.45am - 5pm
Scarborough 01723 364321
Whitby 01947 603465
Filey 01723 515555

Complaints policy

Our complaints policy

We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it so that we can put it right and to help us to improve our standards. So that we can put things right, we ask that you contact us as soon as possible after you feel dissatisfied; this should be within 6 months of becoming aware of the issue you wish to complain about. if you express concerns about the services you have received from us, unless you tell us otherwise, we will treat your comments as a complaint.

Our complaints procedure

Initially you should take up any concerns with the member of the company dealing with your matter.

What will happen next?

  1. If you have contacted us in writing, we will send you a letter or email acknowledging your complaint within 21 days. We may ask you to confirm or explain any details. We will also let you know the name of the person who will be dealing with your complaint.
  1. We will then record your complaint in our central register and open a file for your complaint.
  1. They will commence investigations and we aim to let you have a formal response to your complaint within a further 21 days.
  1. If appropriate, we might invite you to a meeting to discuss your complaint and we would hope to be in a position to invite you to a meeting no later than 35 days after first receiving your complaint.
  1. Within 7 days of any meeting, we will write to you to confirm what took place and any suggestions that we have agreed with you. In appropriate cases we could offer an apology, a reduction of any bill or a repayment in relation to any payment received.
  1. At this stage if you are still not satisfied, please let us know within 1 calendar month of our response to you. We will then arrange to review our decision. We would generally do this within 28 days. This will happen in one of the following ways at our sole discretion:-
  1. We will let you know the results of the review within 7 days of the end of the review. At this time, we will write to you confirming our final position on your complaint and explaining our reasons. If you are not satisfied with the outcome of the complaints process or if we have taken more than 8 weeks to resolve your complaint, you are entitled to refer your complaint to the Legal Ombudsman.
  1. The Legal Ombudsman investigates complaints about service issues with lawyers. The Legal Ombudsman expect complaints to be made to them within 1 year of the date of the act or omission about which you are concerned or within 1 year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within 6 months of our final response to you. You can contact the Legal Ombudsman by:

PO Box 6167



  1. Alternative complaints bodies exist which are competent to deal with complaints about legal services, should either you or our company wish to use such a scheme.
  1. 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 by:-

Send an online enquiry
Your enquiry will be passed onto the appropriate person within the firm and we will endeavour to respond to your enquiry within 48 hours. If your matter is urgent please telephone us during office hours.
Providing legal services for the North Yorkshire Coast and surrounding areas
scarborough solicitors

T: 01723 364321
17 Valley Bridge Parade
North Yorkshire
YO11 2JX
Filey solicitors

T: 01723 515555
12 Belle Vue Street
North Yorkshire
YO14 9HY
whitby solicitors

T: 01947 603465
3 Bagdale
North Yorkshire
YO21 1QL
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