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We are wholly committed to providing great customer care at what can often be a very difficult time. However, if you feel that your claim journey with Minster Law has not been satisfactory, we will investigate this in a succinct and independent manner outlined below.

What is a complaint?

Complaints of any sort are taken very seriously by Minster Law. We consider a complaint to be any expression of dissatisfaction which has caused any potential distress, inconvenience or financial loss.  This includes any allegation that an individual has breached their obligations in respect of Minster Law’s Equality and Diversity policies.

What do I do if I am not happy with the service you’ve provided?

In the first instance, it may be helpful to contact the person or team who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. This will be escalated accordingly with a view to resolving any issues put forward.

If the issue is not resolved or continues, the matter will be escalated further to our Client Relations Team. If you wish to make a complaint, you can do so, in writing, by email, by telephone, or via our website. Please address all correspondence for the attention of The Client Relations Team at Minster Law, Kingfisher House, Peel Avenue, Wakefield, WF2 7UA. Alternatively, you may call our Client Relations Team on 01904 663755, or e-mail us at complaints@minsterlaw.co.uk.   Please include your reference number on any correspondence.

What will happen next?

Once your complaint is received you will be sent a written acknowledgment within 3 working days to confirm receipt and to advise you of our next steps. A member of the Client Relations Team will investigate your complaint. We aim to provide you with a full response within 14 working days, but in the event that further investigations are required beyond this time period we will advise you immediately. Our investigations may include, but will not be limited to, examining your file and speaking to employees involved in the matter.

If we cannot resolve the complaint

The Legal Ombudsman can help you if we’re unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you may take your complaint to the Legal Ombudsman. Complaints to the Legal Ombudsman must be made within 6 years from the date of the act/omission that is being complained about, or 3 years from when you should reasonably have known there was cause for complaint (if the act/omission took place more than 6 years ago).  In addition, referral to the Legal Ombudsman must be made within 6 months of you receiving our final response to your complaint.

If you would like more information about the Legal Ombudsman, please contact them.

  • Visit: www.legalombudsman.org.uk
  • Call: 0300 555 0333 between 9am to 5pm.
  • Email: enquiries@legalombudsman.org.uk
  • Write: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

The Solicitors Regulation Authority can help you 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 other characteristic. You can raise your concerns with the Solicitors Regulation Authority. For a downloadable copy of our complaint procedure, please click here.