Complaints procedure

We value our clients and are committed to providing you with both exceptional legal advice and exceptional professional service. However, occasionally an issue may arise that causes you concern. In such cases, we find that resolving the matter as quickly and easily as possible is best, so always feel free to complain if you feel you are not receiving the service that you expected. Our good relationship must be based on mutual trust and understanding; it is only when you tell us about any problems that we can put matters right. We promise that if things go wrong we shall do our best to sort the matter out fairly and quickly.

Please let us know immediately if you are not happy with the professional service you are receiving from us and we will work to rectify matters as soon as possible.

Accordingly, we have introduced an additional informal procedure to assist in such cases. If you have already spoken to the person looking after your matter, but do not feel your issue has been sufficiently resolved, simply send an e-mail to helpme@fosters-law.co.uk, providing details of the problem. Our Commercial Director, Paul Dickinson, will then work with you to ensure any service or other issue is dealt with. Through early intervention, we hope to nip problems in the bud and ensure your matter is dealt with in a timely and efficient manner.

If you are still unhappy after this, you are at liberty to follow the formal complaints procedure set out below.

If you wish to make a formal complaint:-

1. First tell the person looking after your matter. If he or she is not the Supervisor for your matter, then

2. If you are still unhappy after that, please contact the Supervisor for your matter; then

3. If you are still unhappy after that, please set out your complaint in writing or by e-mail to this Firm’s Complaints Partner, Mr. Edward Foster (edward.foster@fosters-law.co.uk) who will provide our final response to your complaint; then

4. If you are still not satisfied, you can complain to the Legal Ombudsman to consider the complaint. Normally, you would need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint. The Legal Ombudsman will expect you to have taken steps 1, 2 and 3 above before raising the issue with them. You can contact the Legal Ombudsman on 0300 555 0333 or via their website www.legalombudsman.org.uk