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Complaints Procedure

If you are unable to resolve your complaint with the person who is dealing with your case, you can make a formal complaint to us.  Please tell us your full name and contact details, what you think we have got wrong, what you hope to achieve as a result of your complaint and your file reference number if you have one.  Our Complaints Director is Julie Granger and she can be contacted on 01303 268775 or or write to her at 2 Elwick Road, Ashford TN23 1PD.

Within 3 days of receiving your complaint we will write and acknowledge your complaint and send you a copy of our Complaints Procedure.  We have up to 8 weeks to investigate your complaint and provide you with a full response.  You can ask for another Senior Director to review our decision.

You must let us try and resolve your complaint before contacting the Legal Ombudsman but if you are not happy with our decision or how we handled the complaint you can complain to the Legal Ombudsman as follows:

By post at PO Box 6167, Slough SL1 0EH

By telephone – 0300 555 0333

By email –

The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern.  You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.  Further details are available on the website

If your complaint refers to our conduct rather than our service, you can complain to the Solicitors Regulation Authority, They can be contacted at The Cube 199 Wharfside Street Birmingham B1 1RN, telephone 0370 606 2555 or email