Complaints Policy




Sanctuary Law Limited is committed to providing excellent client care and a superlative standard of service to our clients and to members of the general public. All our staff have a shared responsibility and commitment to ensure that we achieve this goal.


Sanctuary Law Limited is authorised and regulated by the Solicitors Regulation Authority (SRA ID 649650). Our complaint process provides us with an opportunity to monitor and improve our standard and quality of service. We strive to get things right first time, but on the occasions that we may not get it right, we will appreciate that you tell us. This will help us to improve our client care and quality of service to you and all our clients.


How to make a complaint


If you have any concerns or complaints in relation to our services, do kindly raise this in the first instance with the Solicitor or Caseworker for your matter and whose details will be provided in your client care letter which we sent to you at the commencement of your matter. They will investigate your concern or complaint promptly with a view to resolving the matter to your and our mutual satisfaction.


If a mutually satisfactory resolution cannot be achieved with the Caseworker handling your matter, or if the complaint relates to the Caseworker, you should kindly contact the Partner or Director responsible for your matter in writing by e-mail, providing the below information please:

(i) your full name and file reference number;


(ii) your contact details;


(iii) full details of your complaint; and


(iv) the resolution that you seek.


If you require assistance in making your complaint, do kindly contact us and we will try to assist you.


How we will deal with your complaint


The Partner or Director for each practice area is appointed to try to resolve disagreements between the Business and its clients. The Partner or Director will:


Acknowledge receipt of your complaint within 5 business days and explain to you the procedure that the Business will follow to investigate the matter and try to resolve the complaint;


The Partner or Director will consider your complaint and carry out a full investigation.  If the matter is complex and we feel it will take longer for us to fully investigate your complaint, we will contact you within 10 business days to give you an approximate timescale for when you can expect a full response to your complaint. We may also need to ask you for further information or documents.  If so, we will ask you to provide the information within a specified period of time.


We will write to you at the conclusion of our investigation to inform you of the processes followed and what we propose to do to resolve your complaint.  Where possible, we will aim to do this within 21 days of the date of our acknowledgment letter.


Should the complaint in turn relate to the Partner or Director then you should contact our Managing Director.


What to do if we are unable to resolve your complaint


If you remain dissatisfied after receiving the Partner’s or Director’s or the Managing Director’s report, please let us know and we will review the matter. If we have not resolved your complaint within 8 weeks, you may be able to complaint to the Legal Ombudsman. This applies if you are an individual, a business with fewer than 10 employees and turnover or assets not exceeding a certain threshold, a charity or trust with a net income of less than £1m, or if you fall within certain other categories (you can find out more from the Legal Ombudsman).  If you fall into one of the above categories, then you still have the right to complain via our complaints procedure. The Legal Ombudsman’s contact details are as follows:


The Legal Ombudsman


PO Box 6806


Wolverhampton, WV1 9JW


Tel: 0300 555 0333


Email: enquiries@legalombudsman.org.uk


Website: www.legalombudsman.org.uk


The Legal Ombudsman updated its rules with effect from 1 February 2013.  Subject to the matters in this paragraph, any complaint made to the Legal Ombudsman must be made within 6 months of receiving a final written response from us about your complaint, or 6 years of the date of the act/omission you are complaining about (or if outside of this period, within 3 years from when the complainant should have reasonably been aware of it).  The Legal Ombudsman will not accept complaints where the act or date of awareness was before 5 October 2010.


Alternative dispute resolution (ADR) bodies exist which are competent to deal with complaints about legal services should both you and ourselves wish to use such a scheme. We have, however, chosen not to adopt an ADR process. If, therefore, you wish to complain further, you should contact the Legal Ombudsman.


If we are unable to resolve your complaint, and it relates to a contract we entered into online or by other electronic means, you may also be able to submit your complaint to an approved alternative dispute resolution provider in the UK via the EU ‘ODR platform’.


The ODR platform is an interactive website offering a single point of entry for disputes between consumers and traders relating to online contracts. The ODR platform is available to consumer clients only, ie where you have instructed us for purposes outside your trade, business, craft or profession.


The website address for the ODR platform is: http://ec.europa.eu/odr


What will it cost?


We will not charge you for handling your complaint.


Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding. This is explained in our Terms of Business.


The Legal Ombudsman service is free of charge.


The ODR platform itself is free to use, but the ADR entity to which the complaint is transmitted may charge for its service. The ADR entity is responsible for informing all parties of the cost of its dispute resolution procedure.


Professional Indemnity Insurance Details

The Business has in place professional indemnity insurance, details of which are set out below:




PEN Underwriting


67 Lombard St,


London EC3V 9LJ


Policy No: P/PIA/11263


Period from: February 2021 – February 2022


Territory: UK


The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things such as dishonesty, taking or losing your money or treating you unfairly because of your age, a disability, or another characteristic.


You can raise any concerns with the Solicitors Regulation Authority: