Complaints Handling Procedure

Nelsons are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns & we will do our best to resolve any issues at this stage.
If you would like to make a formal complaint, then you can read our full complaints procedure below.

Our complaints procedure
If you wish to make a formal complaint, please contact us with the details.

What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within five working days of us receiving the complaint, enclosing a copy of this procedure.

2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Gary Josephs, who will review your matter file and speak to the member of staff who acted for you.

3. Either Gary Josephs or Roy Cowie, depending on who acted for you, will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 working days of sending you the acknowledgement letter.

4. At this stage, if you are still not satisfied, you should contact us again and we will arrange for the decision to be reviewed.

5. We will write to you within 10 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

6. If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6167, Slough SL1 0EH or call 0300 555 03000 about your complaint. Any complaint to the Legal Ombudsman must usually be made within 6 months of your receiving a final written response from us regarding your complaint and no later than one year from the date of act/omission being complained about; or no more than one year from when you should reasonably have known there was cause for complaint. The Legal Ombudsman has provided further guidance on its’ service at

If we have to change any of the timescales above, we will let you know and explain why.

You and your team were calm when all seemed (to me) at a loss. What seemed to be an impossible dream is now a reality.

I felt that Nelsons played a key part in my first home purchase being as smooth as it was and I thank you again for that.

If we ever move again or indeed find ourselves in need of a solicitor we are certain to be contacting you again.

Particular points of excellence have been the speed of your replies, friendly way and translation to layman terms of what is for many tricky to understand. We had all had bad experiences with previous solicitors.

I wanted to take this opportunity to thank you for the services you gave us when we moved 2 years ago. We have since recommended you to several friends in need of conveyancing, all of whom have been thanking us and found you outstanding.

It was a real pleasure to deal with Haidee and Matthew. Both were extremely efficient and were always one step ahead when any problems arose. We have been thoroughly impressed by the service we received throughout the entire process.

We just wanted to thank you for what has once again been an impeccable service from Nelsons in helping complete the sale of our flat.

Thank you so much for all your help. I will make sure to advertise you among all my contacts, i have nothing but good things to say about your work and about Jodie who has been fantastic.

I have a friend, who is currently in the position of needing to instruct a solicitor for her first home purchase and so I am going to recommend that she contacts you

Many thanks for all your help and patience during our property purchase and difficult sale. Couldn't have done it without your excellent service.

Thank you! We're delighted. Thanks for making the process so smooth.

Thank you so much for your speedy and courteous service.

We want to thank you and Roy for your help with our sale and purchase transactions. We will definitely contact Nelsons if we ever need assistance again and will gladly recommend your firm to our friends.

Thank you very much for dealing with our purchase. We have been very impressed with your service and would recommend you in the future.

Thanks very much for all your help on our recent house purchase and sale of our flat. We know it wasn't always easy so we really appreciate all of your help.

Just a little note to say a massive thank you for assisting us in buying our first home. You have played a part in making a long-time dream come true.

Just want to extend our thanks for all your help during the property purchase. We really appreciated your efficiency and timely communication throughout, and will certainly get in contact in the future regarding any other matters we might pursue.

A big thank you to you and Gary for dealing with this so swiftly. I'd be very happy to recommend you to friends and contacts.

We would like to thank you for your continued professionalism in your approach whilst dealing with our sale. We thank you and we're grateful for your services.

Thank you very much for dealing with our purchase. We have been very impressed with your service and would recommend you in the future.

I have very much appreciated your hardworking, up front approach, and the speed and smoothness with which you have worked through this sale.

I have felt utterly confident in you throughout the process, and my confidence has been shown to be more than justified.

I can't speak highly enough of your service, and it's been a real pleasure for me working with you. I will certainly return when I have further use for your services, which I hope will be not too far in the future.

Thank you all very much indeed, and I will continue to recommend your firm to all.