Your opinion is important to us. As a firm we pride ourselves on client satisfaction, if you are dissatisfied with the service we have provided then you have the right to complain.


We take complaints very seriously and aim to resolve any disputes quickly and amicably.


Should you wish to make a complaint, please do so in writing to the Client Care Manager, Steven Rushton, at:


Rushton Hinchy

Unit 1

Millbrook business park

Mill Lane


St Helens

WA11 8LZ





Following investigation, if you are still not satisfied with our handling of your complaint we will write to you confirming our final position and explain why we consider our handling of it, and our decision (and the result of any review), were reasonable. You can then ask the Legal Ombudsman to consider the complaint provided you do so within 6 months of the date of our final written response. There are also two additional relevant time limits; the Ombudsman will only, ordinarily, accept complaints up to six years from the date of act/omission, or three years from when the complainant should have known about the complaint. The Legal Ombudsman ( can be contacted in writing at Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ or alternatively by phone on 0300 555 0333 and e-mail at



Complaints Procedure