Leasehold Property law. Personally delivered.
Leasehold Property law. Personally delivered.
We are committed to providing a high-quality service to all our clients. If something goes wrong, we need you to tell us so that we can put it right and improve our service.
You can raise a complaint with the solicitor handling your matter in the first instance, or, if you would prefer, directly with our complaints handling partner, by writing to Arcadia Law Limited, 15 Approach Road, London, SW20 8BA, calling 020 8546 6630, or emailing info@arcadialaw.co.uk marked for the attention of the complaints handling partner.
We will acknowledge your complaint promptly and normally within 5 working days. We will investigate it fully, which may include reviewing your file and discussing it with the people involved, and we will normally send you a detailed written response within 8 weeks of receiving your complaint. If we are unable to meet this timescale, we will tell you why and when you can expect a full response.
If you remain unhappy after our final response, or if 8 weeks have passed since you first complained, you may be entitled to complain to the Legal Ombudsman, provided you refer your complaint within 6 months of our final response, and normally within 1 year of the act or omission complained of, or within 1 year of you realising there was a reason to complain.
The Legal Ombudsman can be contacted at PO Box 6167, Slough, SL1 0EH, by telephone on 0300 555 0333, or by email at enquiries@legalombudsman.org.uk. Further information is available at legalombudsman.org.uk.
The Legal Ombudsman deals with service complaints. If your concern relates instead to our professional conduct, for example dishonesty or a breach of the SRA's rules, you can also raise this with the Solicitors Regulation Authority at sra.org.uk or by telephone on 0370 606 2555.
This procedure was last reviewed in August 2026.
