Complaints

We hope you'll never need this...

If our service does not meet your expectations, you have a right to complain. We have never had a complaint, but we are required to give this information by our regulator.

If we've got it wrong, we will put it right

Our aim is to provide an outstanding legal service. If this is not the case, please tell us: we will listen, treat what you say seriously and put it right.

We hope that we can resolve any complaint to your complete satisfaction informally with the lawyer handling your matter. However, if you feel that we have not done so, please follow the formal complaints procedure below.

Our complaints procedure

Our complaints procedure is very simple: if you complain about the legal service which we have provided, Neil will handle your complaint promptly, fairly, openly and effectively. This is what will happen:

  • It is entirely up to you how you wish to make your complaint: you can email or call or, if you prefer, write a letter.
  • Neil will contact you to confirm the nature of the complaint. At this point, he will give you an estimate of how long it is likely to take to investigate the complaint.
  • He will then investigate the complaint. If the complaint is taking a long time to investigate and, in particular, if it is taking longer than he initially estimated, Neil will keep you informed of the revised timescale.
  • Once the complaint has been investigated, Neil will contact you to explain his findings and the outcome of the investigation and, where appropriate, to offer redress.
  • Neil will always provide a final response to you in writing, for your records.
  • Your complaint will be recorded in a central register for monitoring and management information purposes. There is, of course, no charge associated with handling a complaint.

Complaining to the Legal Ombudsman

If you are not happy with our handling of your complaint, you can ask the Legal Ombudsman to consider your complaint.

You can ask the Legal Ombudsman to look at your complaint if it meets both of the conditions below:

  • You are referring your complaint to the Legal Ombudsman within either six years of the problem happening or within three years from when you found out about it; and
  • You are referring your complaint to the Legal Ombudsman within six months of decoded.legal’s final response.

Contact details

The Legal Ombudsman may be reached as follows:

  • Website: www.legalombudsman.org.uk
  • Email: enquiries@legalombudsman.org.uk
  • Tel: 0300 555 0333
  • Overseas: +44 121 245 3050
  • Post: Legal Ombudsman PO Box 15870, Birmingham B30 9EB

Get in touch

email  Email

Please contact us via email:

contact@decoded.legal

Please encrypt it, if you can. Here is our PGP/GPG key. You can also find our keys on keys.openpgp.org, and via Web Key Directory.

phone Voice & video

Please email and arrange a time to speak.

We offer "normal" phone calls, SIP, and encrypted audio/video calls.

We record calls.

We'll never spam you or sell your information. Ever. More info here.

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Other bits

decoded.legal is:

  • authorised and regulated by the Solicitors Regulation Authority (626329)
  • subject to the SRA's code of conduct
  • a company registered in England and Wales (9856909) with a registered office address of 48A Dene Way, Donnington, Newbury, Berkshire, RG14 2JW
  • registered as a data controller with the Information Commissioner's Office (ZA152364)
  • registered for VAT in England and Wales (229 6427 86)