Complaints Procedure

Last updated: 24 February 2026

Claim Pathway is a trading name of Esquire Solicitors Ltd, authorised and regulated by the Solicitors Regulation Authority (SRA No. 661771).

We are committed to providing a high standard of legal service. If you are unhappy with any aspect of our service, we would like you to tell us so that we can investigate and resolve the matter promptly.

1. How to Make a Complaint

If you wish to make a complaint, please contact us via our Contact page and outline details of you claim.

Please provide:

  • Your full name and contact details
  • Your case reference (if applicable)
  • A clear description of your complaint

2. What Happens Next

We will:

  • Acknowledge your complaint within 7 days of receipt
  • Investigate your complaint objectively and fairly
  • Provide a substantive written response within 21 days

If additional time is required due to the complexity of the matter, we will inform you and explain why.

We do not charge for handling complaints.

3. If You Are Not Satisfied

If you are not satisfied with our final response, you may have the right to refer your complaint to the Legal Ombudsman.

The Legal Ombudsman expects complaints to be made to them within:

  • Six years from the date of the act or omission; or
  • Three years from when you should reasonably have known there was cause for complaint.

You must also refer your complaint to the Legal Ombudsman within six months of receiving our final written response.

Contact details:

The Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

Telephone: 0300 555 0333
Website: www.legalombudsman.org.uk

4. Complaints About Professional Misconduct

The Solicitors Regulation Authority (SRA) regulates solicitors in England and Wales. The SRA can help if you are concerned about professional misconduct, such as dishonesty or breaches of professional rules.

Contact details for the SRA are available at: www.sra.org.uk

5. Insurance-Related Complaints

If your complaint relates to an insurance policy arranged in connection with funding your legal costs, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS). We will provide appropriate information should this apply.

6. Our Commitment

We value your feedback and treat complaints as an opportunity to improve our service standards.