The following information is provided pursuant to the requirements of the Provision of Services Regulations 2009 (SI 2009/2999). Please see our Terms of Business (available on request) and, for existing clients, our Initial Retainer Letter for further information (available on request).



1. M & S Solicitors Limited is a private limited company registered in England and Wales (Company no. 04540260).

2. M & S Solicitors and M & S Law are trading names of M & S Solicitors Limited and our registered office is at 20 Newton Road, Heather, Leicestershire LE67 2RD.

3. We may use the word partner to refer to a member or director of M & S Solicitors Limited, or an employee or consultant who is a lawyer with equivalent standing and qualifications. A list of members’ and directors’ names together with a list of non members who are designated as partners is available for inspection at our registered office at 20 Newton Road, Heather, Leicestershire LE67 2RD.

4. M & S Solicitors Limited is authorised and regulated by the Solicitors Regulation Authority (SRA number 369431). Our professional rules and Code of Conduct can be accessed in English, from the Solicitors Regulation Authority website at

5. The address and contact information for our offices can be found under the "Contact us" section of our website.

6. M & S Solicitors Limited is registered for VAT purposes with VAT registration no. GB 799 8101 72.

7. M & S Solicitors Limited is not authorised under the Financial Services and Markets Act 2000 to provide investment advice, but we are able in certain circumstances to offer a limited range of investment services to clients because we are members of the Law Society. We can provide these investment services if they are an incidental part of the professional services we have been engaged to provide. Whilst the Law Society is the Designated Professional Body, responsibility for regulation is with the Solicitors Regulation Authority and complaints handling with the Legal Ombudsman.

8. M & S Solicitors Limited is not authorised by the Financial Services Authority. However we are included on the register maintained by the Financial Services Authority so that we can carry on insurance mediation activity, which is broadly the advising on, selling and administration of insurance contracts. This part of our business, including arrangements for complaints or redress if something goes wrong, is regulated by the Solicitors Regulation Authority. The register can be accessed via the Financial Services Authority website at

9. All contracts and disputes are governed by English law.


Professional Indemnity Insurance

M & S Solicitors Limited maintains worldwide professional liability insurance with MS Amlin Underwriting Limited of 122 Leadenhall Street, London, EC3V 4AG.



We are committed to providing a high quality legal service, but even in the best-run businesses, problems may occur from time to time and we need to know how and why to help us improve our standards. If you feel that we have not met your expectations in any way, then please do contact Rob Hughes, our Chairman, with details of your complaint.

Rob Hughes
Tel:    01530 266 000

Our Complaints Procedure

Any complaints will be forwarded to Rob Hughes, our Chairman, as well as to the Solicitor in charge of the matter involved in your complaint.

Next Steps

(1) We will send you a letter acknowledging your complaint and give you a timescale for providing an initial response.

(2) We aim to send this acknowledgement to you within 5 workings days but will let you know if we will be unable to do this.

(3) We will then start to investigate your complaint, which is likely to involve both the Solicitor who acted for you and the Matter Director, and should normally be completed within 20 working days. If we have to change any of the timescales above, we will let you know and explain why.

(4) If it is considered that a meeting at this stage would be helpful, we will invite you to meet one of us to discuss and, we hope, resolve your complaint.

(5) If we hold a meeting with you we will write to you to confirm what took place and any solutions we have agreed with you.

(6) Where a meeting is not held, we will send you a detailed reply to your complaint, including our suggestions for resolving the matter. 

(7) If you consider that the matter has not been resolved to your satisfaction, you can write to us again and we will then arrange for Rob Hughes to review our decision.

(8) We will then write to you confirming our final position on your complaint and explain our reasons. If you are still not satisfied, you may be entitled to refer your complaint to the Legal Ombudsman about your complaint.

(9) The Legal Ombudsman service is available to members of the public, small businesses, charities, clubs and trusts. For more information about eligibility, see section 2 of the scheme rules available on the Legal Ombudsman’s website (

(10) If you decide to refer a complaint to the Legal Ombudsman, you must do so within 12 months of becoming aware of the issue causing you concern. This must also be within 6 months of the date that we finish going through our own complaints procedure.

(11) The Legal Ombudsman can be contacted by calling their helpline on 0300 555 0333 or by post to Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ, or by email at

(12) The entitlement to complain extends to a complaint about our bill. There may be a right to object to the bill by making a complaint to the Legal Ombudsman, or by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman may not deal with a complaint about a bill if you have applied for a court assessment of that bill.