Last updated: 19 March 2026
Internal Complaints Procedure
We operate an internal complaints procedure. The primary purpose of this procedure is to address complaints from our clients and users, and to improve the quality of service that we provide.
This procedure covers complaints from clients who have instructed us under a signed Retainer, users of our free self-service Tribunal Preparation tool on LexConnectPro, and visitors to our websites who have interacted with our AI-powered features (such as the Lexi chatbot or case assessment tools).
Who Should I Contact?
If you have a complaint, in the first instance we would ask you to address it to the person dealing with your case. If this is not possible, or you have already done so but are not satisfied, please contact Tom Street, our Client Care Partner.
By post: Tom Street & Co. Solicitors Limited, Maidsgrove Farm, Frome, Somerset, BA11 2PY
By phone: 020 3835 3940
By email: mail@tomstreet.co.uk
How Should I Make My Complaint?
Whilst complaints may be made in person, by telephone, or in writing (including by email), it is preferable if the complaint is submitted in writing so that the full facts may be set out clearly and without ambiguity. The complaint can then be fully considered before the firm’s final response is given.
In the meantime, Tom Street will always attempt to speak to you either in person or by telephone.
It is helpful when making a complaint if you can identify the person dealing with your matter and specify the exact nature of your dissatisfaction.
Complaints About AI-Generated Outputs
If your complaint relates to an AI-generated output (for example, a document produced by the Tribunal Preparation tool, a case assessment, or a chatbot response), please include the following where possible:
(a) which AI feature you used and when;
(b) what output was produced (screenshots or copies are helpful);
(c) why you believe the output was incorrect, misleading, biased, or harmful;
(d) whether you relied on the output in any legal proceeding or decision.
Under the Data (Use and Access) Act 2025 and UK GDPR Article 22, you have the right to contest any decision influenced by automated processing and to request human review. If your complaint involves a request for human review of an AI output, we will ensure this is provided as part of our investigation. Full details of your rights are in our AI Transparency & Automated Decision-Making Policy.
What Happens Once I Have Made a Complaint?
On receiving your complaint, Tom Street will write to you within 3 working days, record your complaint in our central register, and open a separate file in respect of the complaint. You will be advised of the specific complaint reference.
Within 10 working days (or earlier if there is a degree of urgency), Tom Street will review the file and speak with the relevant solicitor or team member. If necessary, Tom Street may ask you for further details by telephone, in a personal interview, or by letter.
For complaints about AI outputs, the investigation will include reviewing the specific AI-generated content, the inputs that produced it, and whether the output was consistent with the disclosures and limitations set out in our Terms of Service and AI Transparency Policy.
What Happens if My Complaint is About a Bill?
If you have a query or concern about any bill we have issued, in the first instance please raise this with the solicitor or team member dealing with your case.
If you are not satisfied with their response, the matter will be passed to our accounts department for further investigation.
If you still object to a bill, you have the right to make an application to the Court for an Assessment of the Bill under Part III of the Solicitors Act 1974.
How Do You Resolve Complaints?
It is our aim to resolve any problems as quickly as possible, ideally within 14 days of the complaint having been received. We will always endeavour to resolve any complaint to the satisfaction of the complainant.
If the Client Care Partner considers that the complaint is justified, it will be resolved positively, for example by an apology, an explanation, corrective action (such as re-generating an AI output with human oversight), or if appropriate, transferring the matter to another team member.
Complaints from Users of the Free Tribunal Preparation Tool
If you used our free self-service Tribunal Preparation tool but did not sign a Retainer with us, you are not a “client” of the firm in the traditional sense. You can still make a complaint using this procedure, and your complaint will be taken seriously.
Please be aware that the free tool generates draft documents using AI that have not been reviewed by a solicitor. The limitations of these drafts (including the known risk of AI-generated errors) are disclosed in the Terms of Service, in the acceptance checkboxes before use, and in the warnings displayed at each stage of the process. Complaints about draft document quality will be considered against these disclosed limitations.
If you believe an AI-generated output caused you actual harm (for example, if you submitted an AI-generated document to a tribunal without review and it contained a significant error), we will investigate this thoroughly. We may also advise you to seek independent legal advice about any potential remedies.
What Happens Once the Complaint Has Been Resolved?
Once the matter has been resolved, a note will be made and a letter sent to you confirming our response to the complaint. All the relevant paperwork will be kept in our central Register of Complaints.
What Happens if My Complaint is Still Not Resolved?
If you remain dissatisfied following our response, you may:
Contact the Legal Ombudsman: The Legal Ombudsman can investigate complaints about the service provided by solicitors. You must have tried to resolve your complaint with us first. There is a six-month time limit from the completion of our complaints procedure.
Website: www.legalombudsman.org.uk
Phone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Contact the Solicitors Regulation Authority: If your concerns relate to our conduct (such as dishonesty or unfair treatment), you can report this to the SRA at www.sra.org.uk.
Contact the Information Commissioner’s Office: If your complaint relates to how we handled your personal data (including data processed by AI systems), you can complain to the ICO at ico.org.uk/make-a-complaint or by calling 0303 123 1113.