Last updated 21 October 2026
Tell us what has gone wrong
Start with the person handling your file. Most complaints are a misunderstanding that one conversation resolves, and they are the person who knows your matter.
If that does not resolve it, or you would rather not raise it with them, write to Edwina Homfray-Davies, Head of Legal Practice, at hello@saillegal.co.uk, or call 0808 196 7007 and ask for her.
Tell us what happened, when, and what you would like us to do about it. You do not need to use any particular form of words, and you do not need a solicitor to complain.
What will happen next
We will acknowledge your complaint within seven days and tell you who is dealing with it.
We will investigate and give you a full written answer within 28 days. In practice it is usually much sooner. If it is going to take longer than 28 days we will write and tell you why, and when you can expect our answer.
Our answer will say what we found, what we are going to do, and why. If we got it wrong we will say so and set out how we will put it right.
If you are still not satisfied
You can take your complaint to the Legal Ombudsman, independently of us. They are free to use and they will look at it afresh.
You can go to the Legal Ombudsman if we have not resolved your complaint within eight weeks. You do not need to wait for our final answer then.
You should contact the Legal Ombudsman within six months of our final written answer. You must also contact them within one year of the act or omission you are complaining about, or within one year of when you should reasonably have known you had grounds to complain, whichever is later.
Legal Ombudsman, PO Box 6167, Slough, SL1 0EH. Telephone 0300 555 0333. Email enquiries@legalombudsman.org.uk, or see legalombudsman.org.uk.
If your complaint is about our conduct rather than our service, it goes to the Council for Licensed Conveyancers instead, at clc-uk.org. That covers things like a conflict of interest or a breach of the CLC's rules.
CLC Compensation Fund
If you make a valid claim against us for a loss arising out of work for which we are legally responsible, and we are unable to meet our liability in full, you may be entitled to claim from the Compensation Fund administered by the Council for Licensed Conveyancers (from whom details can be obtained).
Prefer to talk it through first?
Nothing here stops you simply ringing us. Most things are quicker to sort out on the phone.