Client Complaints Procedure

Updated February 2026

Introduction

Farleys are proud of the high-quality service we provide to our clients. However, sometimes
things go wrong and if at any point you become unhappy or concerned about the service we
have provided, we want you to tell us. It is our policy to investigate all complaints or
expressions of dissatisfaction to assist us in the improvement of the service we provide.

Any expression of dissatisfaction about the service you have received from us will be
considered seriously and will be dealt with promptly, fairly and sympathetically. Please be
assured that making a complaint will not prejudice anything we are doing for you.

As part of the Lawfront Group, we have a central Professional Standards Team who will
oversee the handling of your complaint and ensure your concerns are investigated objectively
by an appropriate person with the aim of reaching a positive and timely conclusion.

Submitting a complaint

Step 1 – Talk To Us

If you are unhappy with any aspect of our service, we encourage you to first raise this with the
individual who is working on your case, or their supervisor. Many issues can be resolved
quickly and informally at this stage, often through a simple conversation. The name of the
supervisor can be found in the initial correspondence we sent to you or, if you do not have this,
by contacting our Professional Standards Team at professionalstandards@lawfront.com.We
will do our best to resolve any issues at this stage.

Step 2 – If Your Concerns Are Not Resolved

If you have been unable to resolve any issues with the individual dealing with your matter, or
their supervisor, you can refer your complaint to our Professional Standards Team, who
manage all complaints on behalf of Lawfront.
You can contact the team by email or telephone, but we may ask you to confirm your
complaint in writing. If so, we will provide the correct postal address. Complaints by email
should be directed to:

professionalstandards@lawfront.com

The Professional Standards Team is led by Cathryn Selby, Lawfront’s Chief Risk Officer and
Group Legal Counsel, who has overall responsibility for the complaints process.

Full details should be provided including the background leading up to the complaint and
details of all areas of concern.

On receipt of your complaint, an acknowledgement letter will ordinarily be issued within five
(5) working days. This letter will include the following information:

1. The name of the person investigating the complaint;
2. If appropriate, confirmation of our understanding of the nature of your complaint and a
statement that you should contact us if you disagree with this.

Investigation of your complaint

We will promptly and thoroughly investigate your complaint. The investigation will usually be
carried out by a suitably qualified partner who has not had direct involvement in the subject
matter giving rise to the complaint. The Professional Standards Team will oversee the process
ensuring independence.

The timescales we aim to achieve are as follows:

1.    Within four (4) weeks of receiving your complaint we will either:
a.    send you our final response after completing our investigation; or
b.    send you a holding letter explaining why we are not in a position to resolve your
complaint and advising when we will make further contact.

2.    Before the end of eight (8) weeks after we have received your complaint we will either:
a.    send you our final response after completing our investigation; or
b.    send you a response which explains why we are still not in a position to provide
our final response and informing you of other remedies which may be available to you.

3.   On concluding our investigation we will produce a written report which will explain:
a. the outcome of our investigation; and
b. the nature and terms of any offer of compensation; or
c. reasons for not making an offer;
d. any further remedies which may be available to you.

We shall assume that the complaint is resolved if we have not heard from you within two (2)
weeks of our response.

Further Help

If you are not satisfied with our final response to your complaint and eight (8) weeks have
passed from the date of your complaint, you may have a right to complain to the Legal
Ombudsman, an independent complaints body established under the Legal Services Act
2007, which deals with legal services complaints. This is a free and independent service.

Ordinarily the time limits for referring complaints to the Legal Ombudsman are:
•    no more than one (1) year from the date of the act or omission being complained about;
or
•    no more than one (1) year from the date when you should have realised that there was
cause for complaint;
and
•    within six (6) months of the date of our final response to your complaint.

For further details see www.legalombudsman.org.uk, or call them on 0300 555 0333, or email
enquiries@legalombudsman.org.uk or write to Legal Ombudsman at PO Box 6167, Slough,
SL1 0EH

Alternative complaints bodies (such as Pro-Mediate and Small Claims Mediation) exist which
are competent to deal with complaints about legal services should both you and the firm wish
to use such an alternative scheme. We do not agree to use any of these or similar schemes as
we believe our complaints procedure and the availability of the Legal Ombudsman scheme
are sufficient.

What to do if you think there has been professional misconduct or a regulatory breach

If your complaint is about professional conduct or regulatory concerns you may refer it to the
Solicitors Regulation Authority. This could be for things like dishonesty, taking or losing your
money, or treating you unfairly because of your age, a disability or other characteristic. For
further details visit the ‘Reporting an individual or firm’ page on their website at
www.sra.org.uk. You can also call them on 0370 606 2555 or contact them at The Cube, 199
Wharfside Street, Birmingham, B1 1RN.

What to do if your complaint relates to an insurance policy

If your unresolved complaint relates to an insurance policy covering your case, you may refer
the matter to the Financial Ombudsman Service via their online complaints form available via
their website or call them on 0800 023 4567, or email
complaint.info@financialombudsman.org.uk or write to them at Exchange Tower, Harbour
Exchange, London, E14 9SR.