Complaints

Last updated 18 June 2026

Tell us first

If you are unhappy with the service you have received, or with a bill, please raise it with Vipal Matwala in the first instance. Most concerns can be sorted out quickly once we know about them. You can reach us by:

How we handle your complaint

It helps if you tell us what went wrong and what you would like us to do. We will then:

• acknowledge your complaint in writing, normally within seven days;
• look into it, which may mean reviewing your file and speaking to the people involved; and
• write to you with our findings and any proposed resolution. We aim to send our full response within eight weeks of receiving your complaint, and usually sooner. If we need longer, we will tell you why and when you can expect a reply.

If we cannot resolve it: the Legal Ombudsman

If you are not satisfied with our final response, or if eight weeks have passed since you first complained to us without the matter being resolved, you may be able to ask the Legal Ombudsman to consider your complaint. The Legal Ombudsman deals with complaints about the service provided by law firms.

You normally need to refer your complaint to the Legal Ombudsman:

• within six months of receiving our final written response; and
• no more than one year from the date of the act or omission you are complaining about, or no more than one year from when you should reasonably have known there was cause for complaint.

You can contact the Legal Ombudsman at:

These time limits are the Legal Ombudsman’s current limits as at the date above. Please check the Legal Ombudsman’s website for the position when you come to complain, as the scheme rules can change.

Concerns about our conduct: the SRA

The Legal Ombudsman deals with poor service. If your concern is about our behaviour or professional conduct, for example dishonesty, or a serious failure to meet the SRA’s standards, you can report it to the Solicitors Regulation Authority.