Last Updated: 23 October 2025
Effective Date: 23 October 2025
Our Commitment to Service Quality
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately so that we can do our best to resolve the problem.
In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. Making a complaint will not affect how we handle your case.
Important Notice: We take all complaints seriously and are committed to resolving them promptly and fairly. This page outlines our formal complaints procedure and your rights to escalate matters if you remain dissatisfied with our response.
Service Quality/Complaints
If any difficulty or unhappiness should arise relating to any aspect of the matter or about our bill you should in the first instance raise this with the person who is stated to have responsibility for the matter in our client care letter. If that person fails to resolve matters in a satisfactory manner then you should address your comments to Ms Tanya Shapoval (email: [email protected]) who thereafter will respond to your concerns.
Our Formal Complaints Procedure
A copy of our formal complaints procedure will be made available to you on request. If you are not satisfied with the outcome of our complaints procedure you may refer your concerns to the Legal Ombudsman at PO Box 6167, Slough SL1 0EH (email: [email protected]). The Legal Ombudsman Scheme has mandatory time limits for accepting a complaint: are six years from the date of act/omission or three years from when the complainant should have known there was cause for complaint.
If the case here) you must make your complaint to the Ombudsman within six months from the end of our complaints process. We will inform you when our internal complaints process has been concluded.
Internal Complaints Contact:
Ms Tanya Shapoval
Complaints Manager
Connaught Law Limited
4th Floor, Totara Park House
34–36 Gray's Inn Road
London WC1X 8HR
Email: [email protected]
Phone: +44 (0) 203 909 8399
What To Do If We Cannot Resolve Your Complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before Contacting 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 six months of receiving a final response to your complaint, and
- No more than six years from the date of act/omission; or
- No more than three years 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.
Legal Ombudsman Contact Details
Legal Ombudsman
Postal Address
PO Box 6167
Slough
SL1 0EH
Time Limits for Complaints to the Legal Ombudsman
| Time Limit Type |
Duration |
Details |
| After Final Response |
Within 6 months |
You must contact the Ombudsman within 6 months of receiving our final response to your complaint |
| From Act/Omission |
Within 6 years |
No more than 6 years from the date of the act or omission you are complaining about |
| From Awareness |
Within 3 years |
No more than 3 years from when you should reasonably have known there was cause for complaint |
What To Do If You Are Unhappy With Our Behaviour
The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.
Solicitors Regulation Authority (SRA)
What They Handle
Concerns about solicitor behaviour including dishonesty, money issues, unfair treatment, and professional misconduct
Important Distinction: The Legal Ombudsman deals with poor service complaints, while the Solicitors Regulation Authority handles concerns about professional behaviour and conduct. Choose the appropriate body based on the nature of your complaint.
For additional information about our services, policies, and procedures, please review the following pages:
| Policy |
What It Covers |
| Terms & Conditions |
Complete terms of service, responsibilities, and service standards |
| Refund Policy |
How to request refunds for services or mistaken payments |
| Fees |
Comprehensive fee information and pricing transparency |
| Privacy Policy |
How we collect, use, and protect your personal data |
| Cookie Policy |
Information about cookies and tracking technologies |
If you need to contact us regarding a complaint or any other matter, please use the details below:
Last updated: 23 October 2025