1. Complaints by clients may be made orally or in writing to Claire Scanlan, Guardian Law Limited , Britannia House, Cottage Terrace, Nottingham, NG1 5DX;

  2. Client complaints will be acknowledged in writing within 7 days;

  3. Within 14 days, the client will be invited to attend a meeting in Nottingham to discuss the complaint and to explore ways in which it can be addressed. The client will be offered the opportunity to provide further information by telephone or in writing and for the matter to be dealt with in writing in the absence of a meeting;

  4. Within 10 days of the meeting/provision of further information by the client, a letter will be sent to the client setting out what steps the firm proposes to take to address the complaint;

  5. If the client is dissatisfied with the outcome of their complaint the client should refer their concerns in writing to Nichola Elenor, Managing Director of Guardian Law Limited , who will review the complaint and proposed solution;

  6. Following conclusion of the internal procedures, if the client remains dissatisfied, they may refer their complaint in writing to the Legal Ombudsman, PO Box 15870, Birmingham B30 9EB, 0300 555 0333.