Complaints Policy

Client care

Last reviewed: September 2026

Judge Law Solicitors Ltd (trading as Judge Law) is committed to providing a high-quality legal service and to dealing with all our clients fairly. We know that we may not always get it right, so if something has gone wrong, including anything to do with your bill, we need you to tell us. This policy explains how to raise a concern and how we will handle it.

1. How to make a complaint

You can complain in writing (by letter or email) or by speaking with our Complaints Manager, whose details are:

Simarjot Singh Judge, Complaints Manager
Email: sim@judgelaw.co.uk
Post: Judge Law, Alexandra Court, 25 St Leonards Road, Windsor, SL4 3BP

To help us understand your complaint and make sure we do not miss anything, please tell us:

  • your full name and contact details;
  • what you think has gone wrong;
  • what you hope to achieve as a result of your complaint; and
  • your file reference number, if you have it.

If you need any help making your complaint, please let us know and we will do our best to assist you.

2. How we will handle your complaint

  • We will record your complaint centrally.
  • We will write to you within seven working days of receiving your complaint to acknowledge it, enclosing a copy of this policy.
  • We will investigate your complaint. This will usually involve reviewing your complaint, reviewing your file(s) and any other relevant documents, and speaking with the person who dealt with your matter.
  • We may need to ask you for further information or documents. If so, we will ask you to provide these within a specified period.
  • We will keep you updated on the progress of your complaint at appropriate times. If it would help, we may invite you to discuss your complaint with us, either in person or by telephone. You do not have to take part if you would prefer not to.
  • At the end of our investigation we will write to you to explain what we have found and what we propose to do to resolve your complaint. Where possible we will aim to do this within 21 days of our acknowledgement letter. If our investigation is going to take longer than this, we will let you know and explain why.

3. If you are not satisfied with our response

If you are unhappy with the outcome of our complaints handling, please let us know first and we will review the matter.

The Legal Ombudsman

If you are still unhappy, you can ask the Legal Ombudsman to look into your complaint. The Legal Ombudsman considers complaints about the service you have received.

Time limits. You must usually refer your complaint to the Legal Ombudsman:

  • within six months of receiving our final written response to your complaint; and
  • no later than one year from the date of the act or omission you are complaining about, or one year from when you should reasonably have known there was cause for complaint.

The Legal Ombudsman's service is free of charge. Full details, including who is eligible to use the service, are on its website.

The Solicitors Regulation Authority

The Legal Ombudsman deals with poor service. If your concern is instead about our behaviour or professional conduct, for example dishonesty, mishandling your money, or treating you unfairly because of a protected characteristic such as your age, disability, sex, race, religion or sexual orientation, you can report this to the Solicitors Regulation Authority (SRA), which regulates us. You can find out how to raise your concerns at sra.org.uk.

4. What it will cost

  • We will not charge you for handling your complaint.
  • The Legal Ombudsman's service is free of charge.
  • Please note that if we have issued a bill for work done on your matter and all or part of it remains unpaid, we may be entitled to charge interest on the amount outstanding.