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Our promise to you

We believe that our success lies in listening to our customers and constantly making improvements to our service.

The Express Solicitors Service Pledge

When you speak to us about a claim, you’ll be offered our Service Pledge.

This means we will always:

  • Always treat you with honesty and politeness
  • Take time to learn about you and the impact of your injuries
  • Prepare your case in a way that gives you the best possible chances of success
  • Always push your case forward
  • Always tell you where your case is up to
  • Always be responsive to you
  • Avoid using legal jargon
  • Seek interim payments for you, where possible and appropriate
  • Act immediately if you raise any concerns.

TrustScore 4.7 | 5,618 reviews

See our reviews on Trustpilot.

“Often clients have gone through difficult and sometimes life-changing accidents.

I strive to provide a professional, stress-free experience and guidance throughout the process by managing expectations, having patience and understanding and doing my utmost best to provide an efficient and prompt service.

This is all done in order to reach the final goal of a successful outcome whether that be financially (such as recovering compensation, lost wages or other out-of-pocket expenses) or by arranging private treatment to help with recovery, future aid and equipment or accommodation needs.”

Leanne Rowley
Partner – Client Care and Occupier’s and Public Liability

“It is incredibly important to Express Solicitors as a firm to always keep the client journey at the very centre of our priorities. We strive to tailor the experience for each and every one of our clients to make sure that we are doing our utmost to keep the claims process as stress-free as possible, whilst always protecting our client’s interests and pushing for success. I believe that it is a balance that we excel in, as opposed to other law firms. 

Here at Express, we are keenly aware that the process can be confusing for clients and we always ensure that each client is reassured and supported throughout. We pledge to make the process as efficient as possible and we are always sure to dedicate the time and attention to each client to ensure that they fully understand where their case is up to and what is being done to push towards success. 

We take the time to listen and understand each individual case. It is this individual approach which ensures that our clients trust that we are working hard to reach a successful conclusion for them, time after time and on each and every case.”

Adele Greenough
Partner – Road Traffic Accidents

“Client Care is paramount to the success of any law firm. At Express Solicitors, Client Care is our priority. Clients are often experiencing life-changing injuries when they contact a law firm and it is likely to be their first time doing so.

Clients do not want or expect to deal with unreturned calls and correspondence, not being able to speak with the individual or team dealing with their claim and not being updated in relation to the progression of their claim.

Here at Express Solicitors, we thrive to ensure award-winning Client Care and our Client experience is built upon our Service Pledge, for example; we will always be responsive to Clients, we will always push Clients’ cases forward and inform them as to where their case is up to, we will prepare cases in a way that gives our Clients the best possible chance of success with their claim and we will act immediately if Clients raise any concerns.”

Ruth Magee
Partner – Employer Liability Department

We’re here to help with our unlimited legal advice

That’s right, we offer unlimited legal support. Have a question about claiming? You can speak with us for as long as you like as many times as you like. We’ll let you know your legal rights completely free of charge and with no obligation to make a claim


TrustScore 4.7 | 5,618 reviews

Complaints Policy

Our complaints policy

We are committed to provide a high quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.

Our complaints procedure

If you have a complaint, write to us with the details.

What will happen next?

  1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within seven days of us receiving your complaint.
  2. We will record your complaint in our Central Register and open a separate file for your complaint. We will do this within seven days of receiving your complaint.
  3. We will acknowledge your reply to our acknowledgement letter and confirm what will happen next. You can expect to hear from us within seven days of your reply.
  4. We will then start to investigate your complaint. This will normally involve the following steps:
    • We will pass your complaint to Ms Catherine Lansley, our designated Complaints Partner, within seven days.
    • She will ask the member of staff who acted for you to reply to your complaint within seven days.
    • She will then examine the reply and the information in your complaint file. If necessary she may also speak to them. This will take up to seven days from receiving the reply and the file.
  5. Catherine Lansley will then invite you to meet her and discuss, and we hope, resolve your complaint. She will do this within seven days of step 4 concluding.
  6. Within seven days of the meeting Catherine Lansley will write to you to confirm what took place and any solution he has agreed with you. If you do not want a meeting or it is not possible, Catherine Lansley will send you a detailed reply to your complaint. This will include her suggestions for resolving the matter. She will do this within seven days of completing her investigations.
  7. At this stage, if you are still not satisfied you can write to us again. We will then arrange to review our decision. This will happen in one of the following ways:
    • Another partner of the firm will review Catherine Lansley’s decision within 14 days;
    • We will invite you to agree to independent mediation within 14 days. We will let you know how long this process will take.
  8. We will let you know the result of the review within seven days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons.
  9. If we have to change any of the timescales above, we will let you know and explain why.
  10. We will also give you the name and address of the Legal Ombudsman (LEO). If you are still not satisfied, you can contact them about your complaint. The LEO will normally investigate complaints within six years from the act/omission complained of or three years from you realising the cause of your complaint. You must refer to the LEO within six months of the date of our written response to your complaint. Please be aware that the Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010. The LEO may consider it appropriate to refer the matter to the Solicitors Regulation Authority (SRA).

The address for the Legal Ombudsman is:
Legal Ombudsman
PO Box 6806
Helpline: 0300 555 0333

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

You can raise your concerns with the SRA:

If you are unhappy about how the LeO or SRA have dealt with your complaint you can complain to the Legal Services Ombudsman (LSO), who is responsible for dealing with complaints about legal professional bodies. The address for the Legal Services Ombudsman is:

Legal Services Ombudsman
3rd Floor Sunlight House
Quay Street Manchester
M3 3JZ
Helpline: 0845 601 0794

In addition to directing a complaint to the Legal Ombudsman (LEO) you will be able to refer your dispute for Alternative Dispute Resolution (ADR). There are three Institutions available to deal with disputes in the legal services sector, namely the Ombudsman Services, ProMediate and Small Claims Mediation. If required, we will provide contact details for those mediation services.