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Complaints Procedure

Last reviewed: August 2026 · Draft for legal review

INS Law Ltd is committed to providing a high standard of service to all of our clients. If something has gone wrong, or you are unhappy with the service you have received, we want you to tell us so that we can put it right. This procedure explains how to complain and what you can expect from us.

1. How to make a complaint

You can raise a complaint with us in writing by email to info@inslaw.co.uk, or by post to INS Law Ltd, NewSham House, Basement 103, Manchester Road, BL9 0TD, UK. Complaining will not affect how we handle your matter.

2. What to include

To help us deal with your complaint quickly, please provide:

  • your full name and contact details;
  • your file or matter reference, if you have one;
  • a clear description of what has gone wrong and when; and
  • what you would like us to do to put things right.

3. How we will handle your complaint

Stage 1 — Acknowledgement

We will acknowledge your complaint in writing, normally within five working days of receiving it, and let you know who will be dealing with it.

Stage 2 — Investigation

We will review your matter and investigate your complaint. We may need to ask you for further information during this stage.

Stage 3 — Our response

We will send you a full written response, normally within eight weeks of receiving your complaint. If we need more time, we will let you know and explain why.

4. If you are still not satisfied — the Legal Ombudsman

If we are unable to resolve your complaint, or you remain unhappy with our final response, you may be able to refer your complaint to the Legal Ombudsman. The Legal Ombudsman provides a free, independent service for complaints about legal service providers.

You must usually refer your complaint to the Legal Ombudsman within six months of receiving our final written response, and within the Ombudsman's overall time limits from the date of the act or omission (or when you should reasonably have known there was cause for complaint). You can contact them at:

  • Website: legalombudsman.org.uk
  • Email: enquiries@legalombudsman.org.uk
  • Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

5. The Solicitors Regulation Authority

The Solicitors Regulation Authority (SRA) can help you if you are concerned about our behaviour or professional conduct — for example, dishonesty, taking money you are owed, or treating you unfairly because of your age, disability or other characteristic. You can raise your concerns with the SRA at sra.org.uk.