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Client Care

Our clients are always at the heart of everything we do. We continually invest in our knowledge, systems and people to ensure we’re delivering the best advice in the most cost-effective way possible. We get to know what’s important to you and make sure we’re providing what you need, when you need it.


Our client focus

Naturally, we want our clients return to us time and again. So we have a clear focus on client care. Whether you’re coming in to meet us at our offices, contacting us by telephone or hearing from us by letter or email, our aim is to deliver exceptional levels of service - every time.

We avoid legal jargon. And we keep you regularly updated on progress and keep you fully informed about our costs right from the start.

Our commitment to our customers is exemplified in our ‘Treating Customers Fairly’ initiative. Going way beyond our obligations, it’s a programme that involves investment in client research, client communication and staff development. All of which have contributed to continuously improve levels of client service right across the Thorntons’ offering.


Our complaints procedure

We value our good relationships with clients. However, we accept that from time to time, difficulties and misunderstandings may arise.

If you are dissatisfied with the service you receive from us, you should first take the matter up with whoever is responsible for your case. This could be a partner in the relevant department or the partner who is your usual point of contact.

If the matter is not resolved to your satisfaction, you should then put your complaint in writing to our current Client Relations Partner, Scott Milne. Scott will investigate the matter and aim to address the issue as soon as possible, depending of the nature of the complaint.

Please address any written complaint to: Mr Scott Milne, Client Relations Partner, Thorntons Law LLP, Whitehall House, 33 Yeaman Shore, Dundee, DD1 4BJ. This can be emailed to

If after this process you’re not satisfied with the outcome, you may complain to the Scottish Legal Complaints Commission, The Stamp Office, 10–14 Waterloo Place, Edinburgh, EH1 3EG.

You must make your complaint to the Scottish Legal Complaints Commission within three years* of the service ending or the conduct occurring. However, it will disregard any time it considers that you were excusably unaware of the concerns.
* This time limit changed from 1 year to 3 years on 1 April 2017.