If you need to make a complaint, you can find the process below.  You can also find out about our insurance, and what we do to comply with GDPR.

Complaints Procedure

In the unlikely event you have reservations or a complaint about the service provided to you, please contact your fee earner.

If this does not resolve the issue, then please contact Sarah Austin.  Sarah will examine the file, address your points and respond to you in writing within 10 working days.

If Sarah Austin is your fee earner, an independent solicitor will be instructed to review the file.

Legal Ombudsman Details

You are entitled to contact the Legal Ombudsman after the conclusion of Austins’ complaint process.  This has been in place since 6 October 2010.

All claims should be made within six months of the conclusion of Austins’ complaint procedure.  You must make a claim no more than six years from the alleged act or omission, or within three years of when you should have reasonably known there was a cause for complaint.


Legal Ombudsman
P.O. Box 6806
Wolverhampton WV1 9WJ

0300 555 0333

You can find out more about the scheme rules and procedures on the Legal Ombudsman website.

Indemnity Insurance

Our liability to you for a breach of your instructions is limited to £2,000,000.  This is unless we expressly state a higher amount in the letter accompanying these terms of business.

We will not be liable for any consequential, special, indirect or exemplary damages, costs or losses or any damages, costs or losses attributable to lost profits or opportunities.

We can only limit our liability to the extent the law allows.  In particular, we cannot limit our liability for death or personal injury caused by our negligence.

The details of our indemnity insurance providers are available at our office or on request.

Please ask if you would like us to explain any of the terms above.


Data Protection Act and EU General Data Protection Regulation

By instructing us to act on your behalf, you authorise us to maintain files and confidential accounting information.

We will always maintain your confidentiality.  On occasion, the Law Society or Solicitors Regulation Authority may inspect your files under their regulatory authority.

You can request confirmation of the data we hold hold for you.

Since 25 May 2018, your data has been held in accordance with GDPR.

How We Will Contact You

We will communicate with you by email, letter and telephone.

Please advise us if any of these methods of communication not convenient.

We will continue to retain your data and contact details in respect of your matter in compliance with Solicitors Regulation Authority rules.

Solicitors Regulation Authority

As a firm authorised and regulated by Solicitors Regulation Authority (SRA) we uphold the highest standards of integrity, honesty, professionalism and expertise. We do not discriminate between clients or treat them unfairly.

Any unlikely complaints regarding malfeasance of your property can be addressed to the SRA. In the first instance all concerns should be addressed to Austins to ensure there is no misunderstanding or miscommunication.

Austins Solicitors Limited is Authorised and Regulated by the Solicitors Regulation Authority SRA No: 404976.

Registered office: 3 Chiswick Business Park, 566 Chiswick High Road, Chiswick, London W4 5YA

VAT no: GB 843 258 226

Our regulatory body: