Article 1
What can be complained about
You may complain about the service provided by Royal Law — for example intake handling, communications, timing, payments or the conduct of a professional instructed through the platform. Where the concern relates to substantive legal advice, it is directed to the responsible authorised professional in the first instance.
Article 2
How to make a complaint
Complaints can be sent to our correspondence address with the subject line “Formal complaint”. Please include the matter reference, a short description of the issue and the outcome you are seeking.
Article 3
Acknowledgement and investigation
We will acknowledge your complaint within five working days and appoint a reviewer who is independent of the matter. A written response is normally provided within twenty working days. Where more time is genuinely needed, we will explain why and give a revised date.
Article 4
Outcome
The written response will explain what we found, the steps taken and any remedy offered. If the complaint concerns fees, we may adjust the invoice. If it concerns process, we will change the process and confirm the change.
Article 5
External escalation
If you remain dissatisfied after our internal process has concluded, you may escalate to the relevant regulator: SRA, IAA or BSB depending on which professional was instructed. Data-protection concerns can be escalated to the Information Commissioner's Office (ICO).
Complaints can be sent to office@royallaw.uk.
Hamilton & Nassouri R Lawyers LTD · Last reviewed 2025