Complaints Handling

As a valued client, you should know that we take every care in providing the service that you are entitled to expect. We recognise, however, that occasionally things can go wrong, and you may wish to complain about the service you have received and /or about a bill. We have a formal Complaints Handling Procedure and we want you to understand how it works. The procedure will ensure that:-

  • Complaints are taken seriously and get a prompt response; and
  • Any complainant knows as soon as possible whether or not we agree that the complaint is justified.

If you wish to make a complaint then you may do so by telephone, email or letter. Initially, if there is something you are not happy with, please contact the lawyer responsible for your matter or if you prefer, write to John Cato who is a Director at Cato Solicitors. John can be contacted by telephone on 0300 303 2071 or by email on or by post to our office. Where possible, please use our Complaints Feedback Form.

Although we would always hope to deal with and resolve any complaints satisfactorily, you should understand that if you are not satisfied with our handling of the matter, you may ask the Legal Ombudsman to consider the complaint.

The address of the Legal Ombudsman is PO Box 6806, Wolverhampton, WV1 9WJ. Any complaint to the Legal Ombudsman must usually be made within six months of receiving a final written response from us about your complaint.

For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at

Next Steps:

If you are concerned about our behaviour, the Solicitors Regulation Authority could help you. You should contact the Solicitors Regulation Authority if you consider we have acted dishonestly, taken or lost your money or treated you unfairly because of your age, a disability or other characteristic.You can raise your concerns with the Solicitors Regulation Authority

If you are unclear whether to complain to the Legal Ombudsman or the Solicitors Regulation Authority, more guidance can be found here.


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