Scrase Law Ltd t/a Scrase Employment Solicitors – Complaints Handling Procedure

Our complaints policy

We 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.

Our complaints procedure

If you have a complaint, please contact us with the details.  If you make a complaint this will not affect how we handle your case.

What will happen next?

  1. We will email you or write you a letter, acknowledging receipt of your complaint within 3 days of us receiving a complaint, attaching a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our designated complaints handling person, Rupert Scrase, Director. Rupert Scrase will review the matter you have complained about. If your complaint is about a member of staff, Rupert Scrase will speak to that person.
  3. Rupert Scrase will then invite you to attend a meeting (either by telephone or in person) to discuss and hopefully resolve your complaint. This will happen within 14 days of us sending you the acknowledgment email/letter.
  4. Within 3 days of the meeting, Rupert Scrase will write to you to confirm what took place and any solutions he has agreed with you.
  5. If you do not want a meeting or if is not possible, Rupert Scrase will send a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending the acknowledgment letter.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for Rupert Scrase to contact a local solicitor to review the decision.
  7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

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

Complaints to the Legal Ombudsman

If you are still not satisfied, you may be able to contact the Legal Ombudsman about your complaint.  (Please note that if you are a company you are unlikely to be able to do so unless you are a ‘micro business’.) The Legal Ombudsman will look at your complaint independently and it will not affect how we handle your case.

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 6 months of receiving a final response to your complaint; 


  • no more than 6 years from the date of act/omission; or
  • no more than 3 years from when you should reasonably have known there was cause for complaint.

For further information, you should contact the Legal Ombudsman using these details: PO Box 6806, Wolverhampton, WV1 9WJ, telephone 0300 555 0333, e-mail or refer to

Complaints to the SRA

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns with the Solicitors Regulation Authority

November 2018