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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.

If you have a complaint, please contact Jane-Louise Burrows, Director responsible for client care, with the details by telephone, by post or by email to jane-louise@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. We will then investigate your complaint in accordance with our Complaints Handling Policy (available on request). This will normally involve Jane-Louise Burrows, our Director responsible for client care, reviewing your matter and speaking to the member(s) of staff who acted for you. 
  3. Following the investigation, Jane-Louise Burrows will send you a detailed written reply to your complaint, including his findings and suggestions for resolving the matter, within 6-8 weeks of sending you the acknowledgement letter.  
  4. If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of our final response and within six years from the date of act/omission, or three years 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

If we have to change any of the timescales above, we will let you know and explain why. 

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01234 343134

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