Contact and complaints
Contact us
Contact us about an existing matter or portal query, or raise a concern if you are unhappy with our service.
Contacting us about a matter
For an existing matter, the client portal is usually the best first route. It keeps your query with the correct matter record, documents, and workflow history.
General contact
If you need to ask about onboarding, quotations, documents, payment, or the next stage of the process, you can contact us through the portal or through the firm contact route once final firm contact details are added here.
Raise the concern with us first
If you are dissatisfied with our service, you should raise the concern with us in the first instance. This gives us the opportunity to review what has happened and try to resolve the issue directly.
How to raise the complaint with us
Please set out the concern clearly, including the matter reference if available, what happened, when it happened, and what outcome you are seeking. For an existing matter, using the portal is usually the clearest first route.
Allow us time to respond
Official guidance in Scotland says a complaint should normally be raised with the lawyer or the firm first and they should be given time to respond and try to resolve it. The Scottish Legal Complaints Commission refers to this first-stage period as at least 28 days.
If the complaint is not resolved
If the complaint cannot be resolved directly after that first-stage opportunity, you may be able to take the complaint to the Scottish Legal Complaints Commission, which is the gateway for complaints about solicitors in Scotland.