If something has gone wrong, tell us
We’d always rather hear about a problem early. Raising a concern won’t affect how we handle your matter — and most issues are resolved with a conversation.
Talk to the person handling your matter
Most concerns are resolved quickly this way. Their direct contact details are on their profile and on your client care letter.
Make a formal complaint
- acknowledge your complaint within 14 working days;
- investigate it and, where appropriate, discuss it with you;
- send you a written final response within 8 weeks, explaining our conclusions and any proposed remedy.
The Legal Ombudsman
If you are still unhappy after our final response, you can ask the Legal Ombudsman to review the service you received. Their service is free to consumers.
Time limits apply. You must normally refer your complaint to the Legal Ombudsman within six months of our final response, and within one year of the act or omission complained about, or of when you should reasonably have realised there was cause for complaint.
Legal Ombudsman
PO Box 6167, Slough SL1 0EH
0300 555 0333 · enquiries@legalombudsman.org.uk
· www.legalombudsman.org.uk
Reporting to the SRA
The Legal Ombudsman deals with complaints about service. If your concern is about our behaviour — for example dishonesty, discrimination, or misuse of client money — you can report it to the Solicitors Regulation Authority at sra.org.uk. You can raise a conduct concern with the SRA without complaining to us first.
Castara Law Limited is authorised and regulated by the Solicitors Regulation Authority, SRA No. 448916. This procedure was last reviewed on 10th September 2026.