Complaints

The firm aims to provide a high standard of service to every client. If something has fallen short, please tell the firm so it can be put right.

Step 1 — Raise it with your fee earner

The quickest resolution is usually a direct conversation. Please speak first with the solicitor or fee earner handling your matter, or reply to their last email.

Step 2 — Formal complaint to the firm

If the matter is not resolved, write to the Managing Director, Jakub Kotan, at:

• Email: info@garner-hancock.co.uk
• Phone: (+44) 020 8232 9560
• Post: Garner & Hancock Solicitors Ltd, 8 Church Street, Isleworth, London TW7 6XB

You will receive an acknowledgement within five working days and a full written response within eight weeks. The firm's complete complaints procedure is published at garner-hancock.co.uk.

Step 3 — Legal Ombudsman

If you remain dissatisfied after the firm's final response, you may refer the matter to the Legal Ombudsman. You must normally do so within six months of the firm's final response, and within one year of the act or omission complained of (or one year of when you should reasonably have become aware of it).

• Website: legalombudsman.org.uk
• Phone: 0300 555 0333
• Email: enquiries@legalombudsman.org.uk
• Post: Legal Ombudsman, PO Box 6167, Slough SL1 0EH

Regulatory concerns

The Solicitors Regulation Authority (SRA) handles concerns about a solicitor's professional conduct or ethics — for example dishonesty, taking clients' money or discrimination. Visit sra.org.uk.

This page is a v1 published on 30 June 2026 and mirrors the firm's regulated complaints handling procedure. The full authoritative procedure is the version published on garner-hancock.co.uk.