We want to give you the best possible service, but if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so we can do our best to resolve the problem.

In the first instance, you should contact the person who is working on your case to discuss your concerns and we will always do our best to try to resolve any issues at this stage.

If you are not happy with the response provided by the person dealing with your matter, you should refer it or ask for it to be referred to the Complaints Partner.  This is Mrs Cherrill Owen, who will undertake a thorough investigation and consideration of the case.  She will ask you for full details of your concerns in writing and meet with you if you are happy to come in to do so, within 7 days or you raising the matter with her.  She will then investigate the matter thoroughly and will aim to deal with this within 10 days of your original query to her.  If the complaint requires more information from you or any other party, which may delay this timescale, she will keep you fully informed of this.

Cherrill Owen is contacted on our telephone number 01737 760036 and by email cowen@owenandco.co.uk.   The office address is 1 London Road Redhill Surrey RH1 1LY

Your case will not be affected by any complaint you make.

In the event we are unable to resolve your complaint the Legal Ombudsman can help you. They will look at your complaint independently but before they accept a complaint for investigation they will check that you have tried to resolve your complaint with us first. If you have, then you must make your complaint to the Legal Ombudsman;

  • Within six months of receiving our final response to your complaint


  • No more than one year from the date of the act or omission being complained about; or
  • No more than one year from the date when you should reasonably have known that there was cause for complaint.

The Legal Ombudsman details are

Telephone:   0300 555 0333  9am to 5pm

Email:  enquiries@legalombudsman.org.uk

Website:  www.legalombudsman.org.uk

Legal Ombudsman
PO Box 6167

The Solicitors Regulation Authority can help if you are concerned about our behaviour for matters such as dishonesty, taking or losing your money, or treating you unfairly because of your age, disability, race or gender or other characteristic. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.