Complaints Procedure

Legal Swan Solicitors want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform Lubna Shuja immediately, so that we can do our best to resolve the problem.

We will discuss your concerns promptly and will do our best to resolve any issues at this stage. If you are not happy with the proposed solution, we will investigate the matter further and provide you with a response within 10 working days. If the matter is complex, it may take longer and we will write to you to give you an estimate of the time it will take for us to respond. We may suggest a meeting to discuss your concerns. Making a complaint will not affect how we handle your case.

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 at

The Legal Ombudsman can also help you if we are 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 must take your complaint to the Legal Ombudsman:


If you would like more information about the Legal Ombudsman, you can contact them using the following details: