Complaints Procedure

Our aim is to provide you with the best possible legal service. However, if at any point you become unhappy or concerned about the service we have given to you then please inform us immediately so that we can do our best to resolve the problem for you. In the first instance it may be helpful to contact the solicitor who is working on your case to discuss any concerns and we will do our best to resolve any issues at this stage. However, if you feel that you would like to make a formal complaint then our full complaints procedure is set out below.

You will not be charged for making a complaint, or for our time in responding to it.

Robert Wilson is our first point of contact for formal complaints. He can be contacted by telephoning or writing to the office, or by email at  If Mr Wilson is the person you are complaining about then Claire Speake is the point of contact

How to Make a Formal Complaint

  • Provide Mr Wilson (or Mrs Speake) with written notice (by letter or by email) stating that you wish to make a complaint and explaining what your complaint is. They will make a note of your complaint and acknowledge it in writing within 2 working days of your formal complaint.
  • Mr Wilson (or Mrs Speake) will then investigate your complaint and as part of this they may contact you to discuss the matter in greater detail or to discuss options for resolving your complaint.
  • Once your complaint has been fully investigated Mr Wilson or Mrs Speake will send you a written response to your complaint. They expect to be able to do this within 4 to 6 weeks of receipt of your written notice of complaint, but if this is not possible they will let you know in writing when you can expect to hear from them.
  • If we are unable to resolve the complaint with you then you can have the complaint independently looked at by the Legal Ombudsman. 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 the following timescales:
    • Within six months of receiving a final response to your complaint; and
    • No later than one year from the date of act or omission complained about; or
    • No later that one year from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman please contact them.                                                   0300 555 0333                         PO Box 6167, Slough, SL1 0EH

If your complaint is about our behaviour, for example if it relates to dishonesty, misuse of your money or treating you unfairly because of your age, a disability or other characteristic then you can refer your complaint to the Solicitors Regulatory Authority by clicking on the link or telephoning 0370 606 2555

Capstone Solicitors is regulated and authorised by the Solicitors Regulation Authority Number: 570890