Consumer & business redress · Ombudsman complaints

Taken your complaint as far as it goes? The ombudsman route, done properly.

Financial Ombudsman Service, Property Ombudsman, energy, rail and retail redress schemes: free for you to use, and decided on the papers, which means the written submission is everything. A solicitor-drafted complaint sets out the facts, the rules broken and the remedy sought, so your file reads like a case, not a grievance.

Handled entirely in writing. No hearings, no meetings, no attendance required.

Send your complaint history for triage See the fee schedule

On the papersOmbudsman schemes decide on written submissions

Free schemesYou pay for advocacy, never a tribunal fee

From £150Triage credited against any drafting

Fees

The fee schedule.

FOUNDING CLIENT RATES: Western Legal is in the process of SRA firm authorisation. Current fees apply until authorisation completes; founding clients keep priority access afterwards.

FAST, BY DESIGN

Written reply within 24 hours. Trademarks filed within 48 hours of instruction. Documents in days, not weeks. Never "3 to 5 business days" just to hear back.

Schedule of feesGBP · No VAT

Item	What it covers	Fee
Complaint triage	Your correspondence reviewed with a written view: the right scheme, the deadline position, the realistic remedy. Credited against any drafting below.	£150
Final response rebuttal	The firm's final response letter answered before escalation, often the last chance to settle without the scheme.	£345
Ombudsman complaint drafted	The full submission to the FOS, Property Ombudsman or sector scheme: chronology, breaches, losses, remedy.	from £550
Evidence bundle and follow-up submissions	The documents organised the way adjudicators read them, and replies to the other side's file.	from £345
Provisional decision challenge	A provisional decision against you answered with the points that change outcomes.	from £550

"From" prices are starting fees for standard scope; your exact fee is fixed in writing before you pay anything and never changes after that. Returning clients keep their original rates for 12 months. No VAT is charged.

Bespoke and urgent matters outside the schedule: £650 per hour, capped estimates in advance.

Common questions

FAQs.

Is it worth paying a solicitor when the ombudsman is free?

The scheme is free; winning is not automatic. Decisions turn on the written file, and most complainants write grievances where adjudicators need chronology, rule, breach, loss, remedy. You pay for the submission being built like a case. Where the amount at stake is small, the £150 triage will tell you honestly that it is not worth going further.

Which ombudsman do I need?

Financial services, including banks, insurers and lenders, go to the Financial Ombudsman Service. Estate and letting agents go to the Property Ombudsman or PRS. Energy and rail have their own schemes, and many retail sectors have ADR bodies. The triage identifies the right scheme and the deadline, which is commonly six months from the final response.

What can the ombudsman actually award?

Compensation for financial loss, distress and inconvenience awards, and directions to put things right. Awards are enforceable once accepted. The submission always specifies the remedy, because schemes rarely award what nobody asked for.

My complaint was rejected. Is that the end?

Not necessarily. A provisional decision can be challenged with further submissions, and a final decision you reject leaves court routes open. The triage will say plainly which category yours is in.

Get in touch

Confidential review within 24 hours.

Send a brief outline of your matter. You will receive a personal reply from a solicitor, with a fixed-fee quote where the scope is clear. Payment is taken before work begins; every fee is fixed in writing first.

Emailsp@westernlegal.co.uk WhatsApp+44 7822 014 066

How this practice worksEverything starts in writing, and written replies are fastest. Calls are reserved for engaged clients and Counsel-tier matters, and where a matter needs an appointment it is a single scheduled video appointment, included in your fixed fee.

Prefer a paid deep-dive before committing? Book a from £150 document triage, credited in full against any engagement within 30 days.

Received. You will hear back within 24 hours, usually much sooner. If the matter is urgent, message us on WhatsApp.