FMT Solicitors is committed to providing a high standard of legal service. If you are dissatisfied with any aspect of our service, including our fees, we encourage you to tell us so that we can investigate your concerns and seek to resolve them promptly and fairly.
We regard a complaint as any expression of dissatisfaction, whether made verbally or in writing, which a client wishes to be considered beyond the acting fee earner.
If you have a complaint, please contact us with full details of your concerns.
We may ask you to confirm your complaint in writing to assist us in investigating the issues raised.
Complaints may be made by post, email or telephone.
We will acknowledge receipt of your complaint within 2 working days of receiving your complaint.
Our acknowledgement will:
If you believe we have misunderstood or omitted any aspect of your complaint, we ask that you notify us as soon as possible.
Your complaint will be investigated by an appropriate senior member of the firm, who will review the relevant file and discuss the matter with the staff member involved.
Where appropriate, we may contact you to request further information or clarification regarding your concerns.
We may also contact you by telephone or arrange a meeting if we believe this may assist in resolving the complaint. However, complaints will usually be investigated and responded to in writing.
If our investigation is ongoing after 7 days, we will provide you with an update on progress.
We aim to provide a substantive response to complaints within 14 days wherever possible.
In most cases, we will provide our final written response within 28 days of acknowledging your complaint.
Our final response will set out:
If we are unable to meet any of the timescales above, we will inform you and explain the reasons for the delay.
If you remain dissatisfied following our final response, you may have the right to refer your complaint to the Legal Ombudsman.
The Legal Ombudsman expects complaints to be referred to them:
The Legal Ombudsman can be contacted at:
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Further information is available from:
The Solicitors Regulation Authority regulates solicitors and law firms in England and Wales.
The SRA generally deals with concerns relating to professional misconduct or breaches of regulatory obligations, rather than complaints about service levels.
Further information is available from:
