We are committed to providing a high quality legal service and to dealing with all our clients fairly. We acknowledge that we may not always get it right so if something has gone wrong, including in relation to the bill, we need you to tell us.

We will aim to resolve your complaint fairly, openly, effectively and promptly, and in any event within 8 weeks of it first being referred to us.

How do I make a complaint?

In the first instance, you should raise your concerns, either by telephone or in writing, with the person who is dealing with your matter. If it is not possible to resolve your complaint immediately or if you feel uncomfortable contacting them please refer your complaint to our Designated Complaints Handler, Victoria Hancox at

How will you deal with my complaint?

Our Designated Complaints Handler will acknowledge receipt of your complaint within 5 working days. We will record it centrally and investigate your complaint. This will usually involve:

  • reviewing your complaint
  • reviewing your file(s) and other relevant documents, and
  • speaking with the person who dealt with your matter

We may also need to ask you for further information or documents, to consider and respond to the issues raised. This may require further time but we shall alert you to any proposed extension of time subject always to the overall 8 week time limit.

We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 14 working days of the date of our letter of acknowledgement.

Our full complaints policy can be found here.

What if I am not satisfied with the outcome?

If you are unhappy with the outcome of our investigation response or after 8 weeks you feel that your complaint has not been dealt with satisfactorily then you may be entitled to direct your complaint to the Legal Ombudsman (LeO).

You should direct your complaint to LeO within:

  • 6 months of our final response; and
  • 6 years from the date the problem occurred or 3 years from when you knew of the problem.

You can contact the LeO at:

Legal Ombudsman
PO Box 6806

Tel: 0300 555 0333

If your complaint is about a bill you have the right to complain to LeO and/or apply to the Court for the assessment of the bill under Part III of the Solicitors Act 1974. However if you have already applied to the Court for an assessment of your bill LeO may not deal with your complaint.

Regulatory information

Donnelly & Elliott is a trading style of MLL Ltd. Registered in England 5907992. Company registered office is at Sale Point, 126-150 Washway Road, Sale, M33 6AG. Authorised and regulated by the Solicitors Regulation Authority. SRA number 446632.

The term Partner if used, refers to a Director of Donnelly & Elliott or an employee or consultant with equivalent standing and qualifications.

Details of the fundamental ethical and professional standards that apply to us an English law firm may be viewed on the Solicitors Regulation Authority website.

We maintain professional indemnity insurance in accordance with the mandatory requirements of the Solicitors Regulation Authority. The relevant certificate can be obtained from Victora Hancox, by email to In addition to the mandatory requirements, we carry additional insurance cover to the value of £10 million. A copy of confirmation of this is also available.

Get in touch today.