Complaints Handling Procedure

We are committed to providing 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.

We would encourage you to first discuss your concerns with the lawyer handling your case, as this will often be the quickest and best way to resolve the problem. If this does not prove satisfactory and you wish to pursue a complaint, please contact Mikaela Rogerson Professional Support Lawyer with the details by telephone on 01234 343 134 or by email to mikaela.rogerson@fullersfamilylaw.com or suzanne@fullersfamilylaw.com

What will happen next? 

1. We will send you a letter acknowledging receipt of your complaint within four working days of receiving it, enclosing a copy of this procedure.
    
2. Mikaela Rogerson will then try and arrange a telephone discussion with you to clarify any issues and see if there is a quick way of resolving the complaint with you.
    
3. If the matter remains unresolved, we will then investigate your complaint in accordance with our Complaints Handling Policy (available on request). This will normally involve Mikaela Rogerson our Professional Support Lawyer reviewing your matter and speaking to the member(s) of staff who acted for you.
4. Following the investigation, Mikaela Rogerson will send you a detailed written reply to your complaint, including her findings and suggestions for resolving the matter, within 6-8 weeks of sending you the acknowledgement letter. If we need to change this timetable, we will let you know and explain why.
    
5. If you are still not satisfied or we have not responded to you within 8 weeks, you can then contact the Legal Ombudsman at PO Box 6167, Slough, SL1 0EH about your complaint. See also ​​​​​​https://www.legalombudsman.org.uk/make-a-complaint/ 
6. Any complaint to the Legal Ombudsman must be made within six months of our final response and within one year from the date of act/omission, or one year from when you should have known about the complaint.  For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help 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.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.