Complaints Policy

Complaints Policy

Service Standards

Imperial law prides itself on the standard of service it provides to its clients as customer service is at the heart of everything we do at our firm. Our objective is to resolve any issues/concerns you have promptly which is why your feedback is very important to us.

If you are unhappy or concerned about the service provided by the fee earner dealing with your matter then you should inform us immediately, so that we can do our best to resolve the problem. Making a complaint will not affect how we handle your case.

How to Make a Complaint?

We recommend that you first contact the person dealing with your matter to resolve the issue / concerns you have. If you feel that your issues / concerns have not been dealt with to your satisfaction then you can make a formal complaint in writing to our Risk and Compliance Officer:-

Yasir Akbar

Imperial Law

29 Waterloo Road



Tel: 01902 779 071

Fax: 01902 779 072


Please let us know if you need help in making your complaint or if you feel disadvantaged in any way in making your complaint (for example: you are elderly; ill; English is not your first language; or you have a disability). We will do our best to assist you.

In order to help us to understand your complaint please ensure you provide the following information: –

  • Your full name and contact details
  • The fee earner dealing with your matter
  • File Reference
  • The background and nature of your complaint.
  • What you would like to be done to resolve your issues / concerns.

What to do if we cannot resolve your complaint

It is our endeavour to resolve your complaint but we recognise that sometimes it may not be possible which is why you have the option to make a formal complaint to 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 a final response to your complaint


  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known

there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact


Contact details


Call: 0300 555 0333 between 9.00 to 17.00.


Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ


The Solicitors Regulation Authority can help if you are concerned about our behaviour. 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. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.