We are committed to providing a high-quality legal service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.  In the first instance we would ask that you contact the person responsible for your case to discuss your concerns.   We will try any resolve any issues at this stage.  If you do not feel able to do that or you have not been able to resolve the issues and wish to make a formal complaint, then our procedure is set out below.


If you have a complaint, please contact us with the details.


What will happen next?


  • We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally involve passing your complaint to our Director, Katrina Byrne, who can be contacted at Fore Street, Exeter, EX4 3AX or 01392 927705.  Katrina Byrne will review your file and speak to the member of staff who acted for you.
  • If your complaint is about Katrina Byrne then it will be referred to a Senior Consultant or Independent Mediator to deal with it.  You will be provided with their contact details.

  • You will then be invited to a meeting to discuss and hopefully resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter.

  • Within three days of the meeting, you will be written to, to confirm what took place and any solutions we have agreed with you.

  • If you do not want a meeting or it is not possible, you will be sent a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter. 

  • At this stage, if you are still not satisfied, you should contact us again and we will arrange for a Senior Consultant or Independent Mediator to review the decision.

  • We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.


We aim to fully resolve any complaint within 8 weeks but if that has not been achieved then you can refer the matter to the Legal Ombudsman. If we are unable to resolve your complaint then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers.


The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.


If we have to change any of the timescales above, we will let you know and explain why.

The Legal Ombudsman can be contacted as follows:


Legal Ombudsman

P O Box 6806




Tel: 0300 555 0333





Solicitors Regulation Authority


If someone thinks a solicitor might be dishonest or you have concerns about their ethics or integrity, they have the right to notify our regulator, the Solicitors Regulation Authority (SRA).


There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman).


For further information about the SRA’s role, please contact the SRA or visit:


For further information about our complaints handling procedures, please do not hesitate to contact Katrina Byrne on 01392 927705 or or by post to 176 Fore Street, Exeter, EX4 3AX.





The Law Society

Our office hours are Monday to Friday 9am to 5pm.  Appointments at other times can be arranged by calling or emailing us.


Where a face to face appointment is not possible we can offer appointments via Skype Zoom, MS Teams, FaceTime or WhatsApp to ensure that you receive the advice you need.


In case of an emergency we operate an out of hours service 24/7 365 days of the year. Please call 01392 927705 and we will be happy to assist you.


Based in Exeter


KB Legal - Criminal & Civil Defence Solicitors Exeter

We offer a free initial consultation.

Initial telephone or email contact with us is free of charge. We will not be able to give you specific advice over the phone or via email other than to confirm whether we are able to assist and outline in brief general procedures and the assistance we could offer if instructed.



01392 927 705​

KB Legal - Criminal & Civil Defence Solicitors Exeter

If you have any questions, feel free to call us​

We are available 24hrs 7 days a week |


tel:01392 927705

KB Legal - Criminal & Civil Defence Solicitors Exeter
KB Legal - Criminal & Civil Defence Solicitors Exeter