Complaints Procedure

Updated: 31 October 2026

Kim Partners Solicitors takes complaints about service or legal fees seriously. Complaints are investigated fairly, promptly and free of charge. Making a complaint will not adversely affect our handling of your matter.

How to complain

First contact the person handling your matter, or address a written complaint to the Complaints Handler at info@kpslaweu.com, or Suite 103, 60 High Street, New Malden, KT3 4EZ, England. State the matter, what concerns you and any remedy sought. We will assist if you need an accessible means of communicating.

Our process

  1. We acknowledge the complaint and identify the person who will review it.
  2. We examine the file and relevant information, and may contact you for clarification.
  3. We set out our findings and any proposed response or remedy in writing.
  4. We aim to issue a final written response within eight weeks of receiving the complaint.

Legal Ombudsman

If we have not resolved your complaint within eight weeks, or you remain dissatisfied with our final response, you may be entitled to refer your complaint to the independent Legal Ombudsman. Contact 0300 555 0333, enquiries@legalombudsman.org.uk, PO Box 6167, Slough SL1 0EH.

Generally, complaints must be referred within six months of our final written response and within one year of the act or omission complained of, or one year after you should reasonably have known of the problem. Eligibility conditions, exceptions and the Ombudsman's scheme rules apply.

Concerns about professional conduct

Concerns such as dishonesty, discrimination, misuse of client money or regulatory breaches may be raised with the Solicitors Regulation Authority. The SRA generally does not determine individual poor-service complaints or resolve fee disputes.

Disputed legal costs

Depending on the circumstances, statutory rights to assessment of legal costs may apply, including under the Solicitors Act 1974, subject to legal time limits.