Making a Complaint

Have You Experienced Problems?

Whilst we are confident in the service that we provide, we appreciate that with the volume of cases that we handle, situations can arise which may give cause for clients and customers to complain about our service levels.

When such problems occur, we want to know about them so that we may resolve them, learn from our mistakes and improve our service moving forward.

For this reason, if you have any complaint about your case, please do not hesitate to let us know.

Not sure if you should make a complaint?

Complaints are a two-way process that allow both parties to benefit and we want to hear from you.

If circumstances arise and you feel dissatisfied with our service, please contact us and let us know the problems you are having. We will do all we can to resolve any issues you have but, if you still feel dissatisfied and feel you wish to make a formal complaint, the process for doing so is set out below.

If I write in, how long will it be before I receive a response?

We will acknowledge receipt of your complaint. We will then endeavour to respond to your complaint within 6 weeks. If for any reason this is not possible, we will advise you that we will need to extend this period.

The Complaints Process

STAGE 1 – Resolution

Written complaints should be addressed to Customer Services, Gordons Property Lawyers, SC House, Vanwall Road, Maidenhead, Berkshire SL6 4UB, or sent by email to The complaint will be discussed and reviewed with the relevant Case Handler and we will then respond with a view to seeking a resolution acceptable to you.

STAGE 2 – Legal Ombudsman

If we have been unable to settle your complaint using our resolution process, you have a right to complain to the Legal Ombudsman. They are an independent complaints body, established under the Legal Services Act 2007, that deals with legal services complaints.

You have six months from the date of our final letter in which to complain to the Legal Ombudsman. You should contact the Legal Ombudsman using the following contact details:

Legal Ombudsman
PO Box 6806
Telephone: 0300 555 0333
Email address:

It is important that the complaint process is followed. Our regulating body will require confirmation that it has to enable them to deal with your complaint effectively.

Alternative complaints bodies (such as ProMediate, exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We do not agree to use such bodies.

What Customers Say

Best service in over 35 years of property ownership

The transaction happened so quickly and smoothly, and the advisor provided excellent comms with regular updates so I knew what was happening and when, he also pulled out all the stops to achieve the target completion date. I would definitely use Gordons for future transactions.

Source: Trustpilot
I have just re-mortgaged

I have just re-mortgaged and my lender utilised Gordons. I found their online portal very useful indeed, and it kept me updated on the progress with my re-mortgage. I was then able respond to the questions / information requests at a time that was convenient to me.

Source: Trustpilot
Great service!

Our case manager Ilze was amazing. Kept us fully informed during the whole process. Help to buy made this process difficult but Ilze was happy to go above and beyond to sort out their errors.

Source: Trustpilot
Very happy with the service

I am very happy with the service I have received from Chloe. Remortgage offer came few days before anticipated completion date but she did everything she could and we completed on time. The online portal is very good for communication but Chloe would call us with regular updates and she was meticulous in her work.

Source: Trustpilot
Excellent process from start to finish

I found the whole process with GP Lawyers really straightforward. Love that you can submit everything online and ask questions via their portal. Correspondence was excellent with Shona so a big thank you and well done to her.

Source: Trustpilot
Fantastic service and experience

Fantastic service and experience received from Gordons Property Lawyers. From initial welcome letter right through to completion. The communication, service and ease of use on their online portal was exceptional. I would have no hesitation in recommending them for any conveyancing service.

Source: Trustpilot

Brilliant - so efficient and got everything done quickly and accurately. A breathe of fresh air to work with!

Source: Trustpilot
Excellent from start to finish

Excellent from start to finish! Just completed my remortgage. The easiest I've ever experienced. Loved the portal system to stay on top of the process every step of the way, genius system! I didn't have to make any enquiries or chase up, Nathan was super efficient, thank you 😊

Source: Trustpilot
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