In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure here. Making a complaint will not affect how we handle your case and you will not be charged for time spent handling your complaint.

What is a complaint?

A complaint is when you tell us you are not happy about the service we have provided.  It can be about anything and could include:

- when we have not done what you asked us to do. 
- when we have involved you in unreasonable delays. 
- when we have given you inaccurate or incomplete information. 
- when we have failed to reply to your phone calls or letters, or have not kept you informed about what is going on.
- a complaint about our firm's bill.

How to make a complaint

If you wish to make a complaint you should contact our Complaints Handling Partner, Simon Robinson, by any reasonable method methods.  

By email at:

In writing to:    Simon Robinson, 4 Oxted Chambers, 185-187 Station Road East, Oxted, Surrey RH8 0QE

By phone:           01883 708155 or 01883 21200

In person at:      our offices, address above.

We will fully investigate your complaint and provide and initial response withing 14 days.

What to do if we cannot resolve your complaint

If you are still unhappy having received our response, you can contact the Legal Ombudsman.  You would usually need to contact them within 6 months of receiving a final response from us regarding your complaint.  

From 1 April 2023, the Legal Ombudsman also expects complaints to be made to them no more than 1 year from the date of the act or omission about which you are concerned (prior 1 April 2023: 6 years)


no  more than 1 year when you should have reasonably known that there was cause for complaint (prior to 1 April 2023: 3 years).  

Please note that the Ombudsman is there to deal with concerns about the level of service received.  Where there are more serious concerns that a solicitor or solicitor’s firm has been involved in professional misconduct then reports can also be made to The Solicitors Regulation Authority, the regulator of solicitors and solicitor firms. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Obviously, we do not anticipate any such problems arising and would ask that you notify the matter supervisor straight away if you have any such concerns.  You can find out more about the Solicitors Regulation Authority including their contact details on their website:

How to contact the Legal Ombudsman

You can find out more about the Legal Ombudsman including their contact details on their website: or by calling 0300 555 0333 between 0900 hrs and 1700 hrs.  


Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy about out behaviour

If you are unhappy about our behaviour then the Solicitors Regulation Authority can help you.  This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority:

For a further copy of our Compliants Policy, please get in touch
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I just wanted to say a big thank you for helping mum to sell her house. She hasn’t moved in 48 years and this year has been hugely stressful for her so l just wanted to thank you for your patience and kindness at times. It really did help make the process more bearable.
Client: L Safapour
Service Provided: Conveyancing
Date: 08/2/23
Louise came highly recommended to us to help sort our Wills. She was extremely helpful & gave us very clear & thoughtful advice. We would definitely recommend her services.
Client: A Colbourne
Service Provided: Wills
Date: 22/6/23
I first met Louise seven years ago when my partner passed away, she provided much support and with good communication. Now I have tracked Louise to this present company and she is handling my late mother’s estate, again with care and efficiency.
Client: G Fealey
Service Provided: Probate
Date: 02/6/23
I just wanted to thank Louise Harris for her excellent handling of my Will. Her advice and help over the years has been invaluable and I would highly recommend her and Baldwin & Robinson for their Will writing services.
Client: G Croker
Service Provided: Wills
Date: 05/6/23
I dealt with Louise Harris at Baldwin & Robinson for a Deed Poll, change of name. Throughout the process she was professional and friendly. I wouldn’t hesitate using Louise again in the future.
Client: P Ray
Service Provided: General Legal Services
Date: 15/8/23
We've just used Baldwin & Robinson for the sale of our home in Warlingham and wouldn't hesitate to recommend them. Our sale ran seamlessly and was completed in a speedy 3 months from our offer being accepted to completion. We used Tracey and her team previously for a property sale, property purchase and also when we purchased land from a neighbour. Each time, the service provided has been straightforward and professional. We've been given excellent advice and support where needed, making the daunting process of moving home seem easy.
Client: Z Smith
Service Provided: Conveyancing
Date: 29/8/23
Louise started acting for me 8 years ago and has helped me enormously in making a new Will with Powers of Attorney recently. She is very professional, thorough, friendly and above all entirely trustworthy. I would recommend anyone looking for a highly competent Solicitor to approach Louise
Client: N Bradley
Service Provided: Private Client
Date: 13/10/23
We went to B&R for help with a long overdue update to our wills. Louise was friendly, efficient and a pleasure to deal with. She made what is at heart a dour and dull process as close to a pleasure as it can be! Well done, and thank you
Client: James & Emma, Oxted
Service Provided: Private Client
Date: 09/11/23