Last updated: 19 March 2026

Making a Complaint

It is very important to us that we provide you with the highest quality service in all our dealings with you.

If you have been unhappy with the service you have received at any point, we would ask that you make us aware immediately so that we can attempt to rectify or resolve any issues of concern.

Initially, we would suggest you raise any concerns with the individual working directly on your case. They will do what they can to resolve any problems in the first instance.

If you wish to make a formal complaint, please view Our Complaints Handling Procedure which is in place to assist you.

Making a complaint will not affect the handling of your case*.

We aim to resolve any complaints made to us as quickly as possible.

Any formal complaint made about our personnel or services will be investigated directly by our Client Care Partner, Tom Street.

Will You Charge Me to Look Into My Complaint?

No, you will not be charged for the time it takes to look into your complaint.

If all or a proportion of a bill we have issued to you is still outstanding, we may be entitled to charge interest on the outstanding sum.

Complaints About AI-Generated Outputs

We use artificial intelligence across our services, including the Lexi chatbot on our website, the LexConnectPro Tribunal Preparation tool, and AI-assisted case management features. If you have a complaint about an AI-generated output, including documents, case assessments, or chatbot responses, please raise it through our standard complaints procedure.

When making a complaint about an AI output, it would be helpful if you could include:

(a) a description of the AI feature you used (for example, “the chatbot on the website”, “the document drafting tool in LexConnectPro”, or “the case assessment”);

(b) what output was produced;

(d) any screenshots or copies of the output in question.

Under the Data (Use and Access) Act 2025 and UK GDPR Article 22, you have the right to contest any decision that has been influenced by automated processing and to request human review. Full details of your rights regarding AI and automated decision-making are set out in our AI Transparency & Automated Decision-Making Policy.

Complaints from Users of the Free Tribunal Preparation Tool

If you used our free self-service Tribunal Preparation tool on LexConnectPro but did not sign a Retainer with us (meaning you are not a client of the firm), you can still make a complaint. We treat complaints from all users seriously, regardless of whether you are a paying client.

Please be aware that the free tool generates draft documents that have not been reviewed by a solicitor, as explained in the Terms of Service. Complaints about the accuracy or quality of unreviewed draft documents will be considered, but the limitations of AI-generated drafts (including the known risk of factual errors) are disclosed at every stage of the process and in the Terms of Service.

If your complaint relates to an AI output that you believe caused you harm, we will investigate it through our standard complaints procedure. You may also wish to contact the Information Commissioner’s Office if your concern relates to how your personal data was processed by AI systems.

What to Do if You Are Not Satisfied

There are two options available to you if you are unsatisfied with the outcome of your complaint:

The Legal Ombudsman

Before they investigate, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.

There is a six-month time limit from the completion of our complaints handling procedure within which you can request their involvement. You can only request a Legal Ombudsman investigation if your complaint is no more than six years from the date of the act or omission, or no more than three years from when you should have reasonably known there was cause for complaint. We advise contacting the Ombudsman to check the current rules, as they may change.

Website: www.legalombudsman.org.uk
Phone: 0300 555 0333 (during office hours)
Email: enquiries@legalombudsman.org.uk
Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

The Legal Ombudsman service is free of charge.

Solicitors Regulation Authority

If you have concerns about our behaviour (such as dishonesty, unfair treatment because of a protected characteristic, or mishandling of your money), the Solicitors Regulation Authority can help.

Visit www.sra.org.uk for more information on how to raise your concerns.

Information Commissioner’s Office

If your complaint relates to how we have handled your personal data, including data processed by AI systems, you have the right to lodge a complaint with the ICO:

Website: ico.org.uk/make-a-complaint
Phone: 0303 123 1113

Contact

To make a complaint, please contact:

Tom Street (Client Care Partner)
Tom Street & Co. Solicitors Limited
Maidsgrove Farm, Frome, Somerset, BA11 2PY
Email: mail@tomstreet.co.uk
Phone: 020 3835 3940

* Whilst it is highly unlikely that your complaint will disrupt or prejudice your case, it may result in us advising you to seek legal representation from another firm should we believe it to be in the best interest of both parties. In this unlikely event, we will advise you accordingly as soon as possible.