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Complaints Handling Procedure

COMPLAINTS HANDLING PROCEDURE

Our complaints policy

Nantes is 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 concern or a complaint, please write to us at the following address as soon as you are aware of the problem so this can be addressed.

Bethany Manning, Practice Manager, Nantes Solicitors, 69 The Esplanade, Weymouth, Dorset, DT4 7AA  Telephone: 01305 771000  E-mail via our contact page

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within five working days of our receiving the complaint, enclosing a copy of this procedure.        
  2. We will then investigate your complaint. This will normally involve passing your complaint to one of our Directors, who will review your matter file and speak to the member of staff who acted for you.
  3. If we believe it is necessary, we may then invite you to a meeting to further discuss and, it is hoped, resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter.   
  4. If you attend a meeting with us, the Director dealing with your complaint will write to you to confirm what took place and any solutions he has agreed with you within 5 working days of the meeting.
  1. If you do not want a meeting, or it is not possible or necessary, the Director dealing with your matter will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  1. At this stage, if you are still not satisfied, you should contact us again within 10 days of the date of our reply, to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for a different Director to review the decision.
  1. 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.
  1. If you are still not satisfied, you can then contact either the Solicitors Regulation Authority or the Legal Ombudsman as appropriate. The Legal Ombudsman is the appropriate body for service-based complaints and the Solicitors Regulation Authority is the appropriate body for regulatory complaints.

Any complaint to the Legal Ombudsman should be made: 

  • Within six months of receiving our final response to your complaint 

and 

  • No more than one year from the date of the act or omission being complained about; or 

  • No more than one year from the date when you should reasonably have known that there was cause for complaint.


The Solicitors Regulation Authority and The Legal Ombudsman have Policies which set out the timeframes in which they would expect you to raise any complaint with them. For further information, you should contact either: –

  1. The Legal Ombudsman at P.O. Box 6167, Slough, SL1 0EH or on 0300555033 or by e-mail enquiries@legalombudsman.org.uk or refer to legalombudsman.org.uk; or

  2. The Solicitors Regulation Authority at The Cube, 199 Wharfside Street, Birmingham, B1 1RN or on 03706062555 or by email report@sra.org.uk or refer to sra.org.uk


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

  • Policy Updated: 28 April 2025