If something goes wrong, tell us.
We aim to provide a high standard of service. When we don't, we want to know so we can put it right — quickly and fairly.
Step 1 — Tell us directly
Please contact Venice McDonald in the first instance. Include:
- Your matter reference (if you have one)
- What went wrong, in your own words
- What outcome you'd like
You can reach us by:
- Email: venicemaclegal@gmail.com
- Phone: 07359 100963
- Post: 180 Girton Way, Mickleover, Derby DE3 9EB
We will acknowledge your complaint within 5 working days and aim to provide a full final response within 8 weeks. If we need longer, we will explain why and give you a new date.
Step 2 — The Legal Ombudsman
If you are not satisfied with our final response, or if 8 weeks have passed without a final response, you can ask the Legal Ombudsman (an independent body) to consider your complaint.
Time limits apply. You must refer your complaint to the Legal Ombudsman:
- Within six months of our final written response, and
- No later than one year from the act or omission complained of, or one year from when you should reasonably have known there was cause for complaint.
Contact the Legal Ombudsman:
- Telephone: 0300 555 0333
- Website: legalombudsman.org.uk
- Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
Step 3 — The SRA (for conduct concerns)
The Legal Ombudsman deals with service complaints. If your complaint relates to the conduct of a solicitor — for example, dishonesty, misuse of client money, or a serious breach of the SRA Code of Conduct — you can report this to the Solicitors Regulation Authority.
- Telephone: 0370 606 2555
- Website: sra.org.uk
Still need to speak to someone?
If you're an existing client and would prefer to discuss your concern by phone first, ask for Venice directly.