Complaints Procedure

Last updated 30 September 2026

We are committed to providing a high-quality legal service to all our clients. If something goes wrong, we need you to tell us so that we can put it right and improve our standards. Handling your complaint will not affect how we deal with your matter, and we will not charge you for dealing with it.

How to complain

You can raise a concern with the person handling your matter, or with the person supervising them, at any time. If you would prefer to make a formal complaint, or the issue is not resolved, please contact our complaints handler:

Sergii Kupriienko, Managing Partner
Fairhill Solicitors Ltd, Level 30, The Leadenhall Building, 122 Leadenhall Street, London EC3V 4AB
Email: sergey@fairhillsolicitors.com
Telephone: +44 (0)20 3878 3181

We prefer complaints in writing so that we have a clear record, but you can also complain by telephone or in person. Please tell us what has gone wrong and what you would like us to do about it.

What happens next

1. Acknowledgement

   We will write to you within 5 working days to acknowledge your complaint, confirm our understanding of it and tell you who will investigate.

2. Investigation

   We will review your file and speak to the staff involved. We may invite you to a meeting or a call to discuss your concerns. We aim to complete our investigation within 10 working days of acknowledging your complaint.

3. Our response

   Within 15 working days of acknowledging your complaint we will send you a written response setting out our findings and any proposed remedy. If we need longer, for example because the matter is complex or a key person is away, we will tell you why and when to expect our response.

4. Review

   If you are not satisfied, you can ask us to reconsider. A different senior person will review the complaint and our response and will write to you within 10 working days with our final decision.

We aim to resolve every complaint within 8 weeks of receiving it.

The Legal Ombudsman

If we have not resolved your complaint to your satisfaction within 8 weeks, or you are unhappy with our final response, you may be able to ask the Legal Ombudsman to look at it. The Legal Ombudsman is an independent body that deals with complaints about the service provided by lawyers. It expects complaints to be made to the firm first.

You must contact the Legal Ombudsman within 6 months of our final written response, and no more than one year from the date of the act or omission you are complaining about, or one year from when you should reasonably have known there was cause for complaint.

Legal Ombudsman, PO Box 6167, Slough SL1 0EH
Telephone: 0300 555 0333 (Monday to Friday, 10am to 4pm)
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

The Legal Ombudsman's service is available to individuals, small businesses, charities, clubs and trusts that meet its eligibility criteria.

The Solicitors Regulation Authority

The Solicitors Regulation Authority (SRA) can help if you are concerned about our behaviour, for example dishonesty, taking or losing your money, or treating you unfairly because of a protected characteristic. The SRA does not deal with complaints about poor service, which are for the Legal Ombudsman. You can find out how to report a concern at sra.org.uk.

Complaints about our bill

If your complaint is about a bill, you may also have the right to apply to the court for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman may not consider a complaint about a bill if you have applied to the court for assessment. Interest may be charged on unpaid bills while a complaint is being considered.