Alderson Law

Complaints Procedure

If you are unhappy about any aspect of our service or our professional charges, please discuss in the first instance with the person dealing with your matter. Should they not be able to resolve the issue to your satisfaction, please refer to the Partner in charge of the Department concerned. They will arrange to contact you and if required arrange a meeting with you to discuss the matter. The names of the persons concerned will be detailed in your Client Care Letter.

Information regarding our complaints procedure is detailed in our terms and conditions which will be sent with your Client Care Letter.

If you have a complaint you should contact Mrs Tracey Murray who is the Complaints Partner. If your complaint concerns the Complaints Partner, it will be referred to another Partner to deal with in accordance with this procedure.

Your complaint will be acknowledged in writing within seven days or as soon as possible thereafter by Mrs Murray or, in her absence, by another Partner.

Your complaint will be recorded in our Central Register so there is a formal record and further so that action in relation thereto can be reviewed.

Your complaint will be investigated by the Complaints Partner which will involve a review of your file and a discussion with the person dealing with your matter. Where the issues are relatively simple and the complaint does not arise during a holiday period for a person involved, we would look to complete investigations and respond to you within 14 days. Where matters are more complex or we require further information from you, the process can take a little longer but we would look to have at least a preliminary response to all complaints within 28 days. We have up to eight weeks to deal with your complaint.

It is our normal practice to deal with complaints in writing. The Complaints Partner will speak to clients on the telephone or to meet in person should you prefer it.

Should you not be happy with our initial response to your complaint, we will engage further with you in writing and if required invite you into the office to discuss the matter with a view to resolving the matter amicably.

There is no charge to you from us in dealing with your complaint.

At the end of the process, if you remain dissatisfied, you can refer your complaint to the Legal Ombudsman, an independent complaints body established under the Legal Services Act 2007 that deals with legal services complaints. Their telephone number is 0300 555 0333 or you can contact them by e-mail at Their address is Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ. You can access their website at You have six months from the date of our final letter in which to complain to the Legal Ombudsman.

If you have a complaint about our professional charges, you may have a right to object to your bill by applying to the Court for an assessment of the bill under Part III of the Solicitors Act 1974. Please note that if all or part of a bill remains unpaid, we may be able to charge interest on any sums outstanding.

Prompt notification of any issues obviously aids the investigation procedure. We would not normally consider a complaint arising more than six months previously unless it formed part of a series of issues or alternatively there were exceptional circumstances.

Contact Us

Telephone Blyth: 

01670 352293

Telephone Morpeth:

01670 519714

Telephone Whitley Bay:

0191 2533509

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ICO No. Z729984X

FCA No. LS 596109

Equality & Diversity Survey

Originally from East Yorkshire, Jasmine moved to the North East to study Law at Northumbria, graduating with a First Class Honours and a Very Competent in the Bar Professional Training Course. Before joining Alderson Law Jasmine specialised in RTA Fraud in a Personal Injury firm.

She joined our team as a Family Law Paralegal in 2018, after which she undertook the Legal Practice Course at the University of Sunderland and became a Trainee Solicitor in March 2020. In her spare time Jasmine likes visiting the beach and watching live music.

Julie is a highly experienced property solicitor. Born and bred in the North East, Julie worked at national and international firms prior to joining the team at Alderson Law in 2017. She works alongside her clients, advising on residential and commercial property development, property investment, portfolio management, property finance, landlord and tenant, easements and restrictive covenants.

Fiona is a specialist private client lawyer providing advice and assistance with wills, trusts, tax planning, probate & estate administration, lasting powers of attorney, court of protection and elderly client work. Having previously worked with a number of Newcastle-based firms listed in The Legal 500, Fiona brings a wealth of experience and expertise to the role. She is a full member of STEP (Society of Trust and Estate Practitioners), the association for specialists in family inheritance and succession planning.

Fiona grew up in Northern Ireland and studied law at Durham University, and has remained in the North East ever since. She enjoys spending time with her family at their cottage in Northumberland.

Mark Hipkin, partner at Alderson Law LLP, has been involved in advising motorcyclists and motorcycle businesses for over 25 years.

Mark is a biker himself (currently riding a 1981 Triumph Bonneville) and offers full legal support for all motorcycle-related matters, including personal injury, business/employment, family/matrimonial, and child law. Mark is committed to running even the most complex cases to the end and getting the best results.

At Alderson Law we run a dedicated claims department tailored specifically for bikers who have been involved in an accident. We deal with your legal expenses cover (and can be appointed as a panel solicitor on your case, providing you call us first before contacting your insurer) and offer a sympathetic, responsive, and informed legal advice line for bikers, scooterists and cyclists.

Having worked in family law for over 25 years, Julie is a highly accomplished specialist in her field. She has a vast body of experience in dealing with family law, from divorce and related financial issues to complex child-related cases. Julie was the first person in North Tyneside to achieve the status of an accredited advanced family law specialist, and is a member of the Law Society Advanced Family Panel, which demonstrates her experience in complex contested family cases and other subject-specific matters.

Though multi-talented and highly experienced, Julie’s particular speciality is in complex ancillary relief (financial settlement) claims and complex residence and contact disputes.

In her spare time Julie enjoys relaxing and spending time with her family and three grandchildren. She attends clients at our Whitley Bay and Blythe offices.

Tracey is one of our Partners and qualified as a solicitor in 1997. Throughout her career she has had a varied caseload undertaking matters in most areas of civil and private client law. Tracey can assist clients in a wide range of matters including: Wills, Probate, Powers of Attorney, Debt Recovery, Residential and Commercial Conveyancing as well as Licensing and Landlord and Tenant matters.

Tracey is one of our most senior practitioners with over 20 years of local experience, having graduated from both Newcastle University and Northumbria University. When not in the office she enjoys walking, cycling, and cooking with her family.