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Complaints procedure

Last updated: October 2026

We aim to provide a high standard of service. If something has gone wrong, please tell us so that we can put it right.

1. How to complain

Please email office@newstone.law with your name, the matter concerned, what has gone wrong and what you would like us to do. Your complaint will be dealt with by a partner who was not responsible for the work concerned wherever that is possible.

2. What we will do

  • We will acknowledge your complaint in writing within five working days of receiving it.
  • We will look into it promptly, review the relevant file and, if helpful, speak to you about it.
  • We will send you a full written response within eight weeks of receiving your complaint, setting out our findings and any proposals for resolving it.

There is no charge for dealing with a complaint.

3. The Legal Ombudsman

Christian Balderstone and Rory Newman are solicitors, so you may be able to complain to the Legal Ombudsman about the legal services they have personally provided if you are not satisfied with our response, or if eight weeks have passed since you complained to us. The Legal Ombudsman cannot consider complaints about Newstone Law LLP itself, or about work done by people who are not authorised persons, unless that work was supervised by one of our solicitors.

The Legal Ombudsman expects complaints to be made within one year of the act or omission complained of, or within one year of when you should reasonably have known there was cause for complaint, and within six months of our final response to you, where that response told you about this time limit. The Ombudsman may accept a complaint outside these limits where it considers it fair and reasonable to do so.

Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ. Telephone 0300 555 0333. Email enquiries@legalombudsman.org.uk. Website www.legalombudsman.org.uk.

4. Professional conduct

If your concern is about the professional conduct of one of our solicitors, for example dishonesty or a breach of confidentiality, you can report it to the Solicitors Regulation Authority at www.sra.org.uk. The SRA regulates our solicitors in their personal capacity. It does not regulate Newstone Law LLP.