Complaints Policy

Feedback and raising concerns

We do our best to provide a high standard of services to our clients. If you have any ideas as to how our service could be improved, or if you are dissatisfied with the service you are receiving, please let us know.

We have two complaints processes. One relates to concerns about the services we provide, and the other relates to complaints relating to personal data.

1. General Service Complaints

We ask that our clients raise any concerns as soon as possible with the person undertaking their work. However, there may be occasions when that person is unable to resolve your complaint, or you may feel it is sufficiently serious that you want a more senior member of the firm to investigate the matter for you. Making a complaint will not affect how we handle any services we are providing to you.

What will happen next?

  • Acknowledgement: We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
  • Investigation: We will then investigate your complaint. This will normally involve a review of your matter file and a discussion with the members of staff who acted for you.
  • Resolution: We will consider whether the matter can be dealt with informally, for example, by correspondence or telephone, or whether a meeting with you is required. If so, we will then invite you to a meeting to discuss and hopefully resolve your complaint. We will do this within 15 working days of sending you the acknowledgement letter.
  • Outcome: Within three working days of any meeting, we will write to you to confirm what took place and any solutions that have been agreed with you.

Unresolved Complaints

If you are still not satisfied, you may be able to complain to the Legal Ombudsman if your work was completed by a solicitor. They will look at your complaint independently and it will not affect how we handle your case. The Legal Ombudsman only deals with complaints from individuals, micro enterprises (not other businesses) and charities, clubs and trusts with an annual income or asset value of under £1m. Please contact the Ombudsman direct to clarify whether they will consider your complaint.

You may contact the Legal Ombudsman via:

  • Website: legalombudsman.org.uk
  • Call: 0300 555 0333 between 9am to 5pm.
  • Email: enquiries@legalombudsman.org.uk
  • Address: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Note: Your complaint must be normally made to the Legal Ombudsman within six months of your receiving our final decision on your complaint and no more than six years from the date of the act/omission; or no more than three years from when you should reasonably have known there was cause for complaint.

2. Complaints Regarding Personal Data

You have a right to complain to us if you have concerns about how we have handed your personal data.

You can make a data protection complaint by:

  • contacting us at hello@proartsplus.co.uk;
  • writing to our office address;
  • any other reasonable method, including by telephone.

For your security, we may need to verify your identity before discussing your data.

Unresolved Complaints

  • Acknowledgement: We aim to acknowledge receipt of your data protection complaint within three working days, but will always do so within 30 days.
  • Investigation: We will investigate your concerns without undue delay, keeping you updated on our progress and the estimated timescale for resolution.
  • Outcome: We will write to you with our findings, explain any action we have taken (or propose to take) and remind you of your right to complain to the Information commissioner’s Office (ICO) if you remain dissatisfied.

Guidance can be found at ico.org.uk.

3. Conduct Concerns

The Solicitors Regulation Authority (SRA) can assist if you are concerned about the behaviour of a solicitor (e.g., dishonesty, the handling of money, or unfair treatment due to age, disability, or other characteristics). You can find details at sra.org.uk.

Last Updated: 01 July 2026