Remedy
Start free

Complaints Procedure

Last updated: 27 October 2026

We care that everyone who comes to Remedy has a good experience. If something has gone wrong, we want to hear about it. Making a complaint is free, and each one is handled fairly, on a clear timetable.

tl;dr summary: Email complaints@remedylegal.ai and tell us what went wrong. We'll acknowledge it within 7 days and send a full written answer within 28 days. If you are still unhappy, or 8 weeks pass without a resolution, you can go to the Legal Ombudsman for free. You can also report a solicitor's conduct to the SRA, or a data complaint to the ICO.

1) What counts as a complaint

A complaint is any time you tell us you are unhappy with our service, in writing or out loud, because you think it has cost you money, caused you distress or inconvenience, or let you down in some other way.

You don't need to use the word "complaint".

2) How to complain

We would prefer you email us at complaints@remedylegal.ai. Our founders and Head of Legal will personally review every email sent there. Although writing it down helps us understand exactly what went wrong, you can also tell us via post or telephone.

Ideally include what happened, when it happened, and what you would like us to do to put it right. If you have any emails, letters, or documents that help explain it, send those too.

3) Special requirements

Let us know if anything would make this easier for you. Someone else can complain on your behalf, we can send documents in large print, or we can talk it through on a call instead of by email. We will do what we can to assist you.

4) What happens next

  1. We acknowledge your complaint within 7 days, and tell you who is looking into it.
  2. We investigate. We record your complaint in our complaints register, review your file and speak to the people involved. We may ask to talk to you to understand it better.
  3. We send you a full response within 28 days of receiving your complaint. If it is complicated and we need longer, we will tell you why and when to expect it.
  4. We put things right. If we got something wrong, our answer will say what we will do about it, such as an apology, fixing the problem, reducing our fees or paying compensation, and we will do it without delay.

Our written answer will also tell you how to take your complaint to the Legal Ombudsman if you are still unhappy.

5) If you are still unhappy: the Legal Ombudsman

The Legal Ombudsman is free and independent. It was set up under the Legal Services Act 2007 to resolve complaints about the service lawyers give. You can go to it if:

  • you have had our final answer and are still unhappy with it, or
  • 8 weeks have passed since you complained and we have not resolved it.

It usually expects you to have tried our complaints process first. There are also time limits: you need to contact it within 6 months of our final answer, and within 1 year of the problem happening (or of when you should reasonably have realised there was a problem).

6) Concerns about how a solicitor has behaved

We are regulated by the Solicitors Regulation Authority (SRA). Complaints about our service go through the steps above. If you are worried about how one of our solicitors or the firm has behaved, for example dishonesty, discrimination or the way your money has been handled, you can report it to the SRA.

7) Complaints about your personal information

We handle a complaint about your personal information in the same way. If you are unhappy with our answer, you can complain to the Information Commission (still known as the ICO), the UK's independent data protection regulator. Our Privacy Policy explains your data rights.

Going to the ICO does not affect your right to take a complaint about our service to the Legal Ombudsman. If a complaint is about both, each part can go to the right body.

8) Mediation

Independent mediation can sometimes be used for complaints about legal services if both sides agree to it. We don't offer it at the moment, because the Legal Ombudsman already gives you a free, independent route set up for exactly this.

9) How we learn from complaints

We review all complaints on a routine basis to spot patterns. When the same problem comes up more than once, we change how we work so it doesn't happen again.

Questions or complaints?
We'd love to hear.

legal@remedylegal.ai