We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.

If there is any aspect of our service or our fees with which you are unhappy then you should, in the first instance, email or write to our Client Care Team: clientcareteam@montrosebrownlaw.co.uk, who will assist and work with you to resolve your complaint. You can also post your complaint to our Head Office at: 126a Station Road, Burnham on Crouch, Essex, CM0 8HQ. If you remain unhappy after our Client Care Team have offered a resolution, you may escalate your complaint to our Managing Director, Eve Cooke.  You can contact her by email on eve.cooke@montrosebrownlaw.co.uk; phone her on 020 3310 3696 or write to her at Fleet House, Springhead Enterprise Park, Springhead Road, Northfleet, Kent, DA11 8HJ.

To help us understand your complaint and in order that we do not miss anything, please tell us: your full name and contact details, the person who has been acting for you and the file reference number, what you think we have got wrong and what you hope to achieve as a result of your complaint. Should you wish to receive a copy of our complaints procedure, please ask.

We have 28 days to respond to your complaint. If we have not responded to your complaint within 8 weeks, you are entitled to contact the Legal Ombudsman whose details are given below.

If, after you have exhausted our internal complaints process, you still remain dissatisfied with the outcome then you can contact The Legal Ombudsman on 0300 555 0333. Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines. Calls are recorded and may be used for training and monitoring purposes. For minicom call 0300 555 1777 or you can email them at enquiries@legalombudsman.org.uk or write to them at PO Box 6167, Slough, SL1 0EH.

The Legal Ombudsman investigates complaints about poor service from lawyers and they will look independently at your complaint if we cannot agree a resolution between us. You should aim to raise your complaint with the Ombudsman within 6 months of the date of our final written response on your complaint when matters are still fresh in everyone’s mind.

There are also two additional relevant time limits; the Legal Ombudsman will accept complaints up to 1 year from the date of the act or omission or 1 years from when the complainant should have known about the complaint.

If we are unable to resolve your complaint through our internal complaints procedure, you may be entitled to refer it to the Legal Ombudsman. We are also required to inform you of the availability of Alternative Dispute Resolution (ADR) services. While we are not required to use ADR, we may agree to do so in appropriate cases.

You may also raise concerns about a breach of the CLC’s rules directly with the Council for Licensed Conveyancers (CLC). Further information is available at www.clc-uk.org.

Last Updated: June 2025