Client Care Information & Complaints Procedure

Our complaints policy

At Acclaimed Family Law we are committed to providing a high quality legal service to all our clients.  If something goes wrong, we want you to tell us promptly so that we can take effective steps to deal with your concerns or complaint and use the experience to improve our standards generally.

Definition of a complaint

The firms define a complaint as being an oral or written expression of dissatisfaction which alleges that the complainant has suffered (or may suffer) financial loss, distress, inconvenience or other detriment. Or that the service received may fall below what may reasonably be expected to receive from a solicitor. 

Our complaints procedure

If you have a complaint about our services or our charges, in the first instance please contact the person dealing with your matter. Make contact in whichever way is convenient to you – telephone, e-mail or letter.  That person will make every effort to allay your concerns but if you are still not satisfied please contact us.

As you do so, or indeed if you forward your complaint to us in writing (letter or e-mail) at any time, your complaint will be treated as formal and therefore will become subject to the following arrangements. 

Your complaint will be acknowledged in writing.  You can expect to receive our letter of acknowledgement within two working days of us receiving your complaint.  Details of the complaint will then be forwarded to the Supervisor responsible for the Department dealing with your matter.

What will happen next?

  1. When we acknowledge receipt of your complaint, we will let you know the name of the person who will be dealing with it.
  2. Our Quality Manager will record your complaint in our central register and open a file for your complaint.
  3. We will then start to investigate your complaint. This may involve any or all of  the following steps:-
    1. The member of staff who has acted for you will be asked to comment on your complaint.
    2. The investigating supervisor will review the file relating to your matter and/or arrange a meeting with the person who dealt with your matter
    3. The investigating supervisor may request further information from you in order to complete the investigation,
    4. The investigating supervisor will arrange a meeting with you to clarify the nature and detail of your complaint. A telephone call to you may be sufficient for this purpose.
    5. The investigating Supervisor will then consider all of the information gathered relating to your complaint and decide on the most appropriate resolution to the situation.
  4. We will write to you confirming the results of our investigations and our proposed resolution. We may decide to invite you to attend a meeting with the Partner or supervisor responsible for investigating your complaint to discuss this. We will endeavour to send this letter to you within 14 working days of the date of our letter of acknowledgement of your complaint.  If we are unable to do this will inform you of when a full response will be sent to you.  In any event, we will seek to resolve your complaint as soon as practicable but the timing may be affected by holidays, illness etc.
  5. If you are not satisfied with our investigation of your complaint or our offer of resolution if one is made, you may contact The Legal Ombudsman about your complaint provided you do so within six months of the end of our Internal Complaints Handling Procedure.

    In addition, there are time limits relating to the date you first became aware or should have become aware of the problem. The relevant time limits are set out in the version of the Legal Ombudsman’s Scheme Rules in force from time to time (which can be accessed at:  http://www.legalombudsman.org.uk/downloads/documents/publications/Scheme-Rules.pdf or by contacting the Legal Ombudsman using the contact details provided below)  and may only be extended by the Legal Ombudsman in exceptional circumstances.

    You can write to them at:

    PO Box 6806
    Wolverhampton
    WV1 9WJ

    Email: enquiries@legalombudsman.org.uk
    www.legalombudsman.org.uk
    Telephone: 0300 555 0333
  6. If, during the handling of your complaint we have to change any of the timescales set out above or amend or vary the procedure outlined, we will let you know and explain why.
  7. Acclaimed Family Law Solicitors is a law firm authorised and regulated by the Solicitors Regulation Authority with identity number 619159
  8. Acclaimed Family Law is insured with:

    AMTrust Europe Ltd
    Market Square House
    St James St
    Nottingham
    NG1 6FG

    The indemnity limit is £3 million and coverage is worldwide.