Complaints Procedure

You can complain about our legal services or charges without paying a fee. Complaints are handled promptly and fairly. Our primary complaints handler is Colin Faragher; our deputy is Toufik Meddah.

Email info@highfin.uk, marked Complaint for Colin Faragher, or write to Colin Faragher, Highfin Limited, 25 North Row, London, W1K 6DJ. You can also contact us on 0207 113 5728 if writing is difficult. The registered postal address does not imply walk-in availability.

Please give your name, matter reference if available, a safe way to contact you, what happened and the outcome you seek. Let us know about communication or accessibility needs so these can be considered.

• Email a complaint
• Telephone Highfin

Colin Faragher is the primary contact for handling your complaint, with Toufik Meddah as deputy. We will acknowledge your complaint and clarify any points requiring further information. An investigation officer reviews the file and speaks with relevant staff.

The complaints officer invites you to a meeting to discuss resolution. A detailed written response is issued within seven days after that meeting.

You do not have to attend a meeting; please tell us if you prefer to communicate in writing. The external referral rights below are unaffected.

Please raise any further concerns within 21 days of the written response. If the complaint remains unresolved, Highfin arranges a further meeting involving someone not previously involved. A final written response follows within 14 days after that meeting. This is an internal review, not an independent external ADR service.

The request to respond within 21 days does not shorten the Legal Ombudsman's referral limits. You do not have to wait for these meetings or complete extra internal reviews before exercising an available right to approach the Ombudsman after a final response or after eight weeks without satisfactory resolution.

If your complaint is not resolved to your satisfaction within eight weeks, we will provide written information about any right to complain to the Legal Ombudsman, its full contact details and the relevant time limits. A final response will explain the outcome, any remedy and the applicable referral information.

The Legal Ombudsman independently considers eligible complaints about legal services and charges, without charging the complainant. Eligibility depends on its Scheme Rules; not every organisation or type of dispute qualifies. Ask the Ombudsman if you are unsure.

Normally, first give Highfin the opportunity to address your complaint. You can approach the Ombudsman after the final response, or when eight weeks have passed without a satisfactory resolution. Its rules allow earlier consideration in exceptional circumstances.

Contact the Legal Ombudsman on 0300 555 0333, email enquiries@legalombudsman.org.uk, or write to Legal Ombudsman, PO Box 6167, Slough, SL1 0EH. You can also use its online complaint service.

• Normally refer within one year of the act or omission complained about, or within one year of when you should reasonably have known there was cause for complaint.
• A further six-month limit normally runs from the date of the final written response where it prominently explains the Ombudsman route, provides full contact details and warns of that limit.
• The Ombudsman may extend time limits where fair and reasonable. Do not assume an extension will be granted; contact it promptly if a deadline may be approaching.

• Legal Ombudsman: how to complain and contact details
• Legal Ombudsman: time limits and eligibility
• Legal Ombudsman Scheme Rules
• Email the Legal Ombudsman
• Telephone the Legal Ombudsman

The Solicitors Regulation Authority deals with regulatory concerns, such as serious dishonesty or breaches of professional standards. It is not the route for obtaining compensation for poor service. The Legal Ombudsman and SRA have different roles.

You can report a conduct concern directly to the SRA using its guidance; you do not have to wait for Highfin's internal process to finish. Highfin Limited's SRA number is 647385.

• SRA: reporting a solicitor or firm

If our complaints procedure is exhausted and the complaint cannot be settled, we will identify a competent approved alternative dispute resolution body, give its website address and state whether we agree to use its scheme, as required by the SRA rules. This procedure does not promise participation in any particular scheme.

Disputes about a bill may also involve separate court assessment rights and deadlines. Seek advice promptly if considering that route; it can affect how a Legal Ombudsman complaint is handled.

For concerns about personal information, email info@highfin.uk marked Data protection complaint. The privacy notice explains the separate information-rights and ICO routes.

• Privacy Policy
• SRA complaints requirements

This procedure was updated on 13 October 2026. Contact info@highfin.uk if you need it in another accessible format.