Rachel J. Sebastian

I graduated from University of Westminster and trained in London. After qualifying in 2006, I continued working in London as the head of Conveyancing Department for several years before moving to the North East. I continued working as a property lawyer in the North East in many leading law firms over the years and also did a lot of private works for private clients. Glynis and I have worked together for sometime now and I am pleased to take over her practice and to build on its success. I look forward to working with established and new clients over the coming years.

Our Complaints Policy

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.

Rachel Sebastian and Co. Solicitors Ltd


  • 1. Introduction

    • 1.1 We hope that you do not experience any problems whilst we are acting for you. However, if you do, the procedure is quite simple. This procedure relates to any complaint you have, that is, an expression of dissatisfaction about the way in which we have carried out, or failed to carry out, our work which requires a response.
    • 1.2 We gave you information about how to complain with your initial pack of information but if you need further copies we will be happy to send them to you. Likewise, if you wish to have a copy of this document just ask us for one.
    • 1.3 Rachel Sebastian and Co. Solicitors Ltd has overall responsibility for complaints.
    • 1.4 Once you make your complaint, we will let you know in writing how the complaint will be handled and in what timescale we anticipate you will be given an initial and/or substantive response.
    • 1.5 We will record all complaints received from clients and seek to identify the cause of any problem that has arisen. We will offer any appropriate redress and correct any unsatisfactory procedures.

Step One – informal

Before using the complaints procedure I would encourage you to raise any concerns with me or the lawyer acting for you. We will be only too happy to discuss the matter with you and either explain what has happened or put it right. Please do not feel that we will be offended if you question what is going on. Our aim is to provide you with a high standard of service and if that is not happening we want to know.

Step Two – formal

If you feel that your problem has not been satisfactorily resolved informally, you should put your complaint in writing addressed to Rachel Sebastian and Co. Solicitors Ltd (by letter or email) and it will then be investigated and reviewed formally. You will receive a response as soon as possible and, in any event, within two weeks. We will normally be able to offer you the opportunity of a face to face discussion to try and resolve matters to your satisfaction.

Step Three

We trust that we will be able to resolve your concerns within steps one and two. However, should you still feel aggrieved the matter can then be referred to the Legal Ombudsman:
P O Box 6806

Tel: 0300 555 0333, Enquiries@legalombudsman.org.uk

Further details are given below, as are the details of how to complain instead to the SRA and the circumstances in which that is appropriate.

Alternative complaints bodies such as http://www.small-claims-mediation.co.uk/ exist which are competent to deal with complaints about legal services should both you and the firm wish to use such a scheme.

What do to if we Cannot Resolve your Complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

From 1 April 2023, the time limits for referring a complaint to the Legal Ombudsman will be not later than:

  • one year from the date of the act or omission being complained about; or
  • one year from the date when the complainant should have realised that there was cause for complaint.
  • the complaint should be taken to the Ombudsman within six months of receiving final response to the complaint

If you would like more information about the Legal Ombudsman, please contact them.

Contact details:

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ


The SRA deal with cases where firms or those the SRA regulate have breached the SRA Principles. Most of the time, complaints about solicitors are about poor service, and therefore should be sent to the Legal Ombudsman. If the Legal Ombudsman thinks your case involves a breach of the SRA Principles, they will refer your case to the SRA. Likewise, if you report a solicitor to the SRA for poor service, the SRA will refer you to the Legal Ombudsman; read the SRA Memorandum of understanding (PDF 5 pages, 143K) for more information on this arrangement. The SRA do not have the power to award compensation for poor service, or to reduce or refund your legal fees.

However, you should report the matter directly to the SRA if you think a firm or anyone regulated by the SRA has breached an SRA Principle.

You can also report a firm or someone regulated by the SRA for non-payment of professional fees (such as agent or expert fees) if

  • you have a County Court judgment in respect of the fee, and
  • the judgment relates to the practice in connection with providing a legal service.

There are some issues the SRA do not investigate. However, the SRA always consider allegations of dishonesty or discrimination.

If the SRA have closed a firm and you believe that the firm owes you money, you may be able to make a claim from the SRA Compensation Fund.

You can use the following website to contact the SRA www.sra.org.uk/consumers/problems/report-solicitor

A printable version of our complaints procedure is available here

Client Quotations:

Client QuoteThank you for your professional expertise, sound advice and continued support which have helped me to deal with this problem."

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