If something goes wrong
Tell us. We'd rather fix a problem early than hear about it later, and raising a concern will never affect how we handle your case.
How to raise a concern
- 1
Speak to your solicitor
Most concerns are resolved in one conversation. If you'd rather not raise it with them, contact Nadia Brennan-Osei, our principal, directly.
- 2
Put it in writing
Email or post your concern: what happened, when, and what you'd like us to do. You don't need to use any particular form.
- 3
Our response
We acknowledge within three working days and send a full written response within 21 days. If we need longer, we'll tell you why and when to expect it.
If you're still unhappy
Legal Ombudsman
If we haven't resolved your complaint within eight weeks, or you're unhappy with our final response, you can ask the Legal Ombudsman to look at it. Time limits apply; check the current limits and contact details at legalombudsman.org.uk.
Solicitors Regulation Authority
If your concern is about our conduct, such as dishonesty or unfair treatment, you can report it to the SRA at sra.org.uk.
To raise a complaint, email hello@lanternway.example or call 0113 496 0418.
Know your route before you pay for an application.
Book a 45-minute route review. If we don't think you need a solicitor, we'll tell you.