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You Guide to our Complaints Handling Policy and Procedure

Our Complaints Handling Procedure

We would like you to be aware that we operate an internal complaints procedure. The primary purpose of this procedure is to address complaints from our clients, but is also intended to improve the quality of service that we provide to our clients.

Who Should I Contact?

If you have a complaint, in the first instance we would ask you to address this to the person dealing with your case, but if this is not possible or you have already done so, but are not satisfied then please contact Michele Crisp our Client Care Partner, who is based at our Guildford office. Complaints in respect of matters dealt with either our Guildford or Kingston upon Thames offices are all referred to our Client Care Partner.  Michele Crisp can be contacted at:-

By Post at:
Crisp & Co Solicitors
Turret House
77 Portsmouth Road
Surrey GU2 4BS

By Phone on: (044) (0)1483 570810 

By Fax on : (044) (0) 1483 456516

By e-mail at :

How Should I Make My Complaint?

Whilst complaints may be made in person, by telephone or in writing (including by e-mail), it is preferable if the complaint is submitted in writing, so that the full facts may be set out clearly and without ambiguity. The complaint can then be fully considered before the firm’s final response is given. In the meantime, Michele Crisp will always attempt to speak to you either in person or by telephone.

It is helpful when making a complaint if you can identify the person who is dealing with your matter and specify the exact nature of your dissatisfaction.

What Happens Once I have Made a Complaint?

On receiving your complaint, Michele Crisp will write to you within 3 working days, record your complaint in our central register and open a separate file in respect of the complaint. You will be advised of the specific complaint reference.

Within 10 working days or earlier, if there is a degree of urgency to the complaint, Michele Crisp will look at the file and interview the Partner or fee earner concerned. If necessary the Client Care Partner, Michele Crisp, or in her absence Carol Christofi ( a senior partner of the firm)  may ask you for further details by telephone, in a personal interview or by letter.

What Happens if my Complaint is About a Bill?

If you have a query or concern about any bill the firm has rendered to you, in the first instance we ask you to raise this with the solicitor or fee earner dealing with your case.

If you are not satisfied with their response, the matter will be passed to our accounts department for further investigation.

  • If you still object to a bill, you also have the right to make an application to the Court for an Assessment of the Bill under Part III of the Solicitors Act 1974.

How Do You Resolve Complaints?

It is the aim of Crisp & Co to resolve any problems as quickly as possible and ideally within 14 days of the complaint having been received. We will always endeavour to resolve any complaint to the satisfaction of our client. If our Client Care Partner considers that the complaint is justified then it will be resolved positively, for example by an apology, an explanation or perhaps transferring the matter to another fee earner within the firm.

What Happens Once the Complaint Has Been Resolved?

Once the matter has been resolved, a note will be made and a letter sent to you confirming our response to the complaint.  All the relevant paperwork will be kept in our central Register of Complaints, which is maintained at the Guildford office.

What Happens if my Complaint is Still Not Resolved or I am Dissatisfied with the Outcome?

If you remain dissatisfied following our Client Care Partner’s response then you may ask the Legal Ombudsman  to consider the complaint.  The Legal Ombudsman can be contacted:-

By phone: 0300 555 0333

By e-mail at:


By post at: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ 

Who Sets Out the Standards of Work I Can Expect From My Solicitor?

The Solicitors Regulation Authority is the body who govern the conduct of all Solicitors in England and Wales.  They also regulate the profession and keep records on all Solicitors.  You can obtain further information from the Solicitors Regulation Authority, they can be contacted:-

By telephone: 0870 606 2555 (Monday to Friday 8.30am to 6pm)


By post at: Solicitors Regulation Authority, Ipsley Court, Berrington Close, Redditch, B98 0TD

What Do You Do With the Information Received in Complaints?

We carry out regular reviews, at least annually, of all and any complaints received by the firm to see whether any particular lesson can be drawn and ensure that these lessons are understood and addressed. We believe that feedback from our clients has positively contributed to the levels of service we offer you. We are always eager to hear what you have to say about us.

Have Your Say on Our Complaints Procedure

Any suggestions regarding the improvement or amendments to our complaints procedure should be addressed to Michele Crisp at any of the contact details outlined above.     

PLEASE NOTE: We wish to make clear that our Complaints Handling Procedure applies to complaints about the quality of the service given to our clients, such as not keeping you informed of progress of your matter or failure to return telephone calls or failure to deal with your affairs promptly as you are entitled to expect. If an allegation of negligence is made against us, i.e. you feel our advice has been wrong or caused you loss of some kind, then we are obliged to report this to our Professional Indemnity Insurers who then have to approve all future correspondence with you about any such allegation and so negligence claims are not suitable to be dealt with under our internal Complaints Handling Procedure.  Please note that if your complaint relates to the legal fees charged by Crisp & Co you may make an application to the Court for an Assessment of the Bill under Part III of the Solicitors Act 1974. 

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