FMB is 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 resolve the
problem and improve our standards.
Our Definition of a Complaint is
Any expression of dissatisfaction in relation to our legal services, client care or
complaints management processes, to which a client or other person would reasonably
expect a response or by which it is clear that a system or procedure may not be in
effective operation – such an expression can be face to face, by letter, by email or over
Our Complaints Procedure
If you have a concern or a complaint, please contact us as soon as you are aware of the
problem so that this can be addressed. Information about whom to contact if there is a
problem was given at the outset of your case within this Firm’s Help Leaflet. If your
named contact (the person conducting work on your file) is unable to resolve the matter
with you, please contact Deborah Morgan and she will investigate the matter further. If
you would prefer to speak to someone other than Ms Morgan, please contact Aftab Bakhat.
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within 3
working days of our receiving the complaint, and we will enclose a copy of this procedure.
2. One of our Partners will then investigate your complaint, and will review your file
and also speak to the member of staff who acted for you.
3. Within a further 5 working days, we will send you a substantive response to your
complaint if we are able to do so. If we are not able to do so without obtaining
additional information from you about your complaint, we will invite you to a
meeting to discuss and, hopefully, resolve your complaint. Following this meeting,
we will write to you within 3 working days to confirm what took place and any
solutions we have agreed with you.
4. If we invite you to attend a meeting with us and you do not wish to do so, or it is
not possible, we will send you a detailed written reply to your complaint including
our suggestions for resolving the matter, within 3 working days of receiving
confirmation from you that you do not wish to attend a meeting. (If you do not
respond to our request for a meeting within 14 days, we will assume that you do
not wish to attend) FMB/311218
5. If at this stage, you are still not satisfied, you should contact us again to explain
why you remain unhappy with our response. We will review your comments and,
depending on the matter we may at this stage arrange for another partner to
review the decision.
6. We will write to you within 14 days of receiving your request for a review,
confirming our final position on your complaint and explaining our reasons.
7. If we have to change any of the timescales above, we will let you know and
8. If we have been unable to settle your complaint using our internal complaints
process, you have a right to complain to the Legal Ombudsman, an
independent complaints body, established under the Legal Services Act 2007,
that deals with legal services complaints. You have six months from the date
of our final letter in which to complain to the Legal Ombudsman. This must
also be either within 6 years of the problem happening, or 3 years from when you found out about it.
The contact details are:
PO Box 6806
Wolverhampton WV1 9WJ
Telephone: 0300 555 0333
Please note that you must complain to us first under our Complaints
Procedure before contacting the Ombudsman. If we have not acknowledged
your complaint within 8 weeks, you can contact the Ombudsman at that stage.
9. Alternative complaints bodies (such as Ombudsman Services, ProMediate
and Small Claims Mediation) exist which are competent to deal with
complaints about legal services should both you and our firm wish to use such a scheme.
10. If your complaint relates to a bill raised by us, you may also have the right to
object to the bill by applying to the court for an assessment of the bill under
Part III of the Solicitors Act 1974. Note that if all or part of a bill remains
unpaid, we may be entitled to charge interest.