If you are unhappy or have a concern about an aspect of our service, there are different options available to you.

Our aim is to ensure that everyone who receives a service from us has a positive experience. With all our best intentions, we know you might wish to raise a query or complaint.

It is always best to speak directly with your solicitor first to see if they can help resolve your query, but if not, then there are a few options to help you.

Customer Services

I can't get hold of my solicitor

We are sorry that you can't get hold of you solicitor, we realise how frustrating this must be. 

Please call our client care team on 0330 024 0333 and we will do our best to make sure you can speak to someone who is working on your case as soon as possible. Alternatively you can contact us through our web form and we will be in touch as soon as possible. 

Matters in England and Wales

What you need to do

If you would like to make a formal complaint please contact the Complaints Team at complaintsteam@shma.co.uk, by e-mail, detailing the reasons for your dissatisfaction with our service or by telephone on 0330 024 0333. We will not charge you for dealing with your complaint. Making a complaint will not affect how we handle your case. 

Our process and what happens next

  1. We will acknowledge your complaint within 5 working days of it being received.

  2. Once we have received all the relevant information, we will undertake a full review of your file and discuss your complaint with the acting solicitor or Partner.

  3. We will aim to provide you with a final response to your complaint within 6 – 8 weeks of receipt.

  4. If you are concerned about our behaviour, the SRA can help. You can raise your concerns with them at www.sra.org.uk/consumers/problems/report-solicitor.page

Matters in Scotland - Shakespeare Martineau (Scotland) LLP

What you need to do

If you would like to make a formal complaint against Shakespeare Martineau (Scotland) LLP please contact our Client Relations Manager, Amal Kaur, either in writing, by e-mail, by fax or by telephone detailing the reasons for your dissatisfaction with our service. We will not charge you for dealing with your complaint and making a complaint will not affect how we handle your case.

A copy of our complaints procedure is available upon request.

Our Client Relations Manager will deal with any concern or complaint that you may have and that you cannot resolve with, or do not wish to discuss with, the responsible partner.

Amal Kaur

Post: First Floor, 15 Queen Street, Edinburgh, EH2 1JE

Phone: 0121 214 0000

Email: Amal.kaur@shma.co.uk

Please note, if your complaint is against Shakespeare Martineau LLP in England and Wales, please contact the complaints team at complaintsteam@shma.co.uk, by e-mail, detailing the reasons for your dissatisfaction with our service or by telephone on 0330 024 0333.

More information can be found here >

Our process and what happens next

  1. We will acknowledge your complaint within 5 working days of it being received.

  2. Once we have received all the relevant information, we will undertake a full review of your file and discuss your complaint with the acting solicitor or Partner.

  3. We will aim to provide you with a final response to your complaint within 6 – 8 weeks of receipt.

I've received a letter from your debt collection team

If you have received a letter from our debt collection team, visit our debt collection help centre where you can find a wealth of information on how to make a payment and our dedicated help centre.

We will work with you to resolve your debt issues as quickly as possible, offering a range of flexible and easy payment methods.

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Last revised: 15 January 2024