Complaints procedure

Complaints Handling Procedure
FM Family Law is committed to providing a high quality legal service to all our clients. We are very proud of standards and the levels of satisfaction enjoyed by our clients. However, we understand and accept that mistakes, misunderstandings, delays and other errors may sometimes occur. If something were to go wrong, we need you to tell us about it as soon as possible. This will help us to improve our standards. We will not charge you for any of the time spent handling your complaint.
If we have not been able to resolve your complaint informally, please write to us (email is fine if you prefer) as soon as possible setting out the nature of the complaint in detail. If we have not heard from you within 14 days of being sent this document we shall assume that you do not wish to take the matter further.
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within 3 working days of us receiving your written complaint.
2. We will then investigate your complaint. This will involve a full review of the matter by Fiona McLeman.
3. Fiona will write to you within 21 days of her acknowledgement to you in which you will be invited to a meeting to discuss and hopefully resolve your complaint
4. Within 7 working days of our meeting, we will write to you to confirm what took place and any solutions or remedies agreed with you. Such solutions or remedies may include but are not limited to:
 An oral or written apology
 A review of our policies and procedures
 An appropriate and proportionate reduction in our fees
 An appropriate and proportionate refund of our fees
5. If you do not want a meeting or it is not possible to hold one, we will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 working days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact us again.
7. If you are still not satisfied, you can then contact the Legal Ombudsman at enquiries@legalombudsman.org.uk or PO Box 15870, Birmingham B30 9EB, about your
complaint. Any complaint to the Legal Ombudsman must usually be made within six months
of receiving our final written response about your complaint or within 12 months of the act
or omission about which you are complaining occurring (or you becoming aware of it).
Further information can be obtained from the Legal Ombudsman (tel: 0300 555 0333 or
enquiries@legalombudsman.org.uk).