Complaints

Published by Rooney Family Law Limited, solicitors, regulated by the Law Society of Scotland. Last reviewed 20th September 2026.

If we have got something wrong, tell us

We would rather hear it than not. Complaints are dealt with by our Client Relations Partner, Brian Rooney. Where a complaint is about Brian Rooney himself, it is handled instead by our alternate Client Relations Partner, Ann Marie Chalmers, Head of Litigation, so that no complaint is ever considered by the person it is about.

Email [email protected] with what you are unhappy about, what you think should have happened, and what you would like us to do to put things right.

What happens then

We acknowledge your complaint in writing within five working days. We then investigate and aim to give you a full response within 28 days. If the matter is complex, we tell you why and keep you updated until it is concluded. Our written complaints procedure is available on request, and if you ask for a copy we will send it within 28 days.

If you are still not satisfied

You can take a complaint about a Scottish solicitor or firm to the Scottish Legal Complaints Commission, which is independent of the profession. It handles service complaints itself and passes conduct complaints to the Law Society of Scotland.

There is a time limit. A complaint about inadequate service must normally reach the Commission within three years of the date you were last provided with the service, and a conduct complaint within three years of what you are complaining about. The Commission can accept a late complaint only where there are exceptional reasons for the delay, or the circumstances are exceptional, so do not leave it. The Commission is at scottishlegalcomplaints.org.uk and can be telephoned on 0131 201 2130.

Complaints about the specialist firm

Once your claim has been accepted by a specialist firm, that firm is responsible for its own work. Complaints about how it has handled your claim should go to that firm under its own procedure, and then to the Scottish Legal Complaints Commission if you remain unhappy. If you are not sure who to complain to, ask us and we will tell you.

Complaints about how we handled your information

Our privacy notice explains your rights and your route to the Information Commissioner's Office.