Complaints Policy

How to make a complaint

You can contact us in writing (by letter or email) or by telephone.

In the first instance, it may be helpful to speak to the person working on your case. If you would rather not, please contact the person responsible for the overall supervision of your matter, who is named in the client care letter we sent you at the beginning of your matter.

To help us understand your complaint, please tell us:

• your full name and contact details;
• what you think we have got wrong;
• how you would like your complaint to be resolved; and
• your file reference number (if you have it).

How we will deal with your complaint

We will acknowledge your complaint in writing within two working days and enclose a copy of our full Complaints Policy.

We will investigate, keep you updated, and write to you with our findings and any proposed resolution. Where possible we aim to do this within 21 days of our acknowledgement.

If we cannot resolve your complaint

We have eight weeks to consider your complaint. If it is not resolved within that time, or you are unhappy with our final response, you may be able to refer it to the Legal Ombudsman. The Legal Ombudsman will look at your complaint independently and it will not affect how we handle your matter.

You must ordinarily refer a complaint to the Legal Ombudsman within six months of our final response, and no later than one year from the act or omission you are complaining about (or from when you should reasonably have known there was cause for complaint).

Legal Ombudsman: contact details

Not every complainant is eligible to use the Legal Ombudsman. Full eligibility criteria are set out in our master Complaints Policy and on the Legal Ombudsman's website.

If you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour, for example dishonesty, taking or losing your money, or treating you unfairly because of your age, a disability or other characteristic.

What will it cost?

We will not charge you for handling your complaint. The Legal Ombudsman service is also free of charge.

Our full policy

Our full Complaints Policy, including detail on who is eligible to escalate to the Legal Ombudsman and on alternative dispute resolution, is provided with the client care letter at the start of your matter and is available on request from clientcare@bonsai.law.

Version 2 | September 2026