Complaints Procedure

We are committed to providing a high-quality legal service. If something goes wrong, we want to hear about it so that we can put it right and improve our service. Making a complaint will not affect how we handle your matter, and we do not charge for handling complaints.

How to complain

If you have a concern, please raise it first with the person dealing with your matter or with the partner responsible for it. Many concerns can be resolved quickly in this way.

If you would prefer, or if you remain unhappy, you can make a formal complaint to our Complaints Partner, Marco Crosignani, by:

email to info@theseusllp.com, with “Complaint” in the subject line; or
post to Theseus Partners LLP, 42 Berkeley Square, London W1J 5AW.

Please tell us your name and contact details, which matter your complaint relates to, what you think went wrong and how you would like us to put it right. If you need help making a complaint, or would like us to make any reasonable adjustments, please let us know.

What happens next

We will acknowledge your complaint in writing within three working days. We will tell you who is handling it and when you can expect our response.
Your complaint will be investigated by a partner who, wherever possible, was not involved in your matter. We may ask you for more information or offer to discuss your complaint with you.
We will keep you updated on our progress.
We will send you a full written response within 28 days of acknowledging your complaint, setting out our findings and any steps we propose to put things right. If we need more time, we will explain why and tell you when you can expect our response.
Our response will tell you whether you can take your complaint to the Legal Ombudsman and how long you have to do so.

The Legal Ombudsman

If we have not resolved your complaint to your satisfaction within eight weeks of receiving it, or you are not satisfied with our final response, you may be able to ask the Legal Ombudsman to look at your complaint. The Legal Ombudsman is independent and deals with complaints about the service provided by lawyers. It will usually check that you have given us the opportunity to resolve your complaint first.

You must usually refer your complaint to the Legal Ombudsman:

within six months of the date of our final response to your complaint; and
no more than one year from the date of the act or omission you are complaining about, or no more than one year from when you should reasonably have known there was cause for complaint.

The Legal Ombudsman can only accept complaints from certain types of complainant. These include individuals, micro-enterprises (broadly, businesses with fewer than 10 employees and a turnover or balance sheet total of no more than €2 million), charities and clubs or associations with an annual income of less than £1 million, trustees of trusts with assets of less than £1 million and personal representatives or beneficiaries of estates. If you are not eligible, you can still use our complaints procedure.

Legal Ombudsman contact details:

Website: www.legalombudsman.org.uk

Email: enquiries@legalombudsman.org.uk

Telephone: 0300 555 0333

Address: PO Box 6167, Slough SL1 0EH

The Solicitors Regulation Authority

The Solicitors Regulation Authority (“SRA”) can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or another characteristic. You can raise your concerns with the SRA through its website at www.sra.org.uk/consumers/problems/report-solicitor.

SRA contact details:

Telephone: 0370 606 2555 (+44 121 820 2250 from outside the UK)

Address: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham B1 1RN

Complaints about our bills

If your complaint is about our bill, you may also have the right to apply to the court for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman may not be able to consider a complaint about a bill if you have applied to the court for it to be assessed. If all or part of a bill remains unpaid, we may be entitled to charge interest.

Last updated: 24 October 2026