We are committed to providing a high-quality, professional legal service to every client. We value your feedback, and we want to put things right quickly if ever we fall short, including anything to do with our charges.

If something has gone wrong, please tell us as soon as you can. The sooner we know, the sooner we can look into it, resolve it, and learn from it. Raising a concern will never affect the way we handle your matter.

How to make a complaint

In the first instance, please contact Katie Selves by email at katieselves@newroadlegal.com. Katie has overall responsibility for handling complaints at New Road Legal.

To help us understand your concern and make sure we do not miss anything, please tell us:

•      your full name and preferred contact details;

•      a clear description of your complaint;

•      what has gone wrong, and the impact it has had on you;

•      how you would like us to put things right; and

•      your matter or file reference, if you have it.

How we will deal with your complaint

We will acknowledge your complaint in writing within five working days of receiving it and enclose a copy of this procedure. There may occasionally be times when Katie is unavailable; if that means we need a little longer, we will let you know and keep you updated on timescales.

We will then investigate your complaint thoroughly and fairly. This will usually involve:

•      reviewing the details of your complaint;

•      reviewing your file and any other relevant documents; and

•      considering what happened and why.

We may need to ask you for further information or documents, and if so we will tell you what we need and when. We will keep you updated on progress at appropriate stages.

If we think a conversation would help, we may invite you to discuss your complaint by telephone, video call, or in person. You are under no obligation to attend. Where we do meet or speak, we will follow up in writing to confirm what was discussed and any steps we have agreed.

We will write to you with our findings and our proposed resolution as soon as we reasonably can. We aim to send our full and final response within 28 days of receiving your complaint, and sooner wherever possible. In the unlikely event that we need longer, for example, because a complaint is particularly complex, we will explain why and tell you when you can expect our response.

If we cannot resolve your complaint: the Legal Ombudsman

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

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

• 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 has discretion to accept a complaint outside these time limits where it considers it fair and reasonable to do so, but this is not guaranteed and is assessed case by case.

How to contact the Legal Ombudsman

•      Website: www.legalombudsman.org.uk

•      Email: enquiries@legalombudsman.org.uk

•      Telephone: 0300 555 0333 (9am to 5pm)

•      Post: Legal Ombudsman, PO Box 6167, Slough SL1 0EH

Further information about who can complain, the types of complaint the Legal Ombudsman will consider, the relevant timescales, and how it handles complaints is available on the Legal Ombudsman website.

If you are unhappy with our behaviour

The Solicitors Regulation Authority (SRA) can help if you are concerned about our behaviour or professional conduct, for example, dishonesty, the handling of your money, or being treated unfairly because of your age, a disability, or another protected characteristic. You can find out how to raise your concerns at https://www.sra.org.uk/consumers/problems/report-solicitor/.

What will it cost?

We will not charge you for handling your complaint, and the Legal Ombudsman service is free of charge to use.

Please note that making a complaint does not, in itself, affect our entitlement to recover any outstanding fees or to charge interest on an unpaid invoice in accordance with our terms of business.

Complaints about how we handle your personal data

This procedure deals with complaints about our legal service. If your concern is about how we have handled your personal data, a separate process applies, and it is set out in our Privacy Notice, which is published on our website. Data protection complaints follow a different route and may be escalated to the Information Commissioner’s Office rather than the Legal Ombudsman.

Updated: August 2026

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