Feedback & Complaints Process
We strive to offer the best service possible. If you have any concerns or are unsatisfied:
- Speak Up: Please communicate your concerns to the individual managing your case. If you’re uncomfortable doing that, you can reach out directly to our Complaints Officer at ed@founders-law.co.uk.
- Formal Complaints: If your concerns aren’t addressed promptly, they will escalate to a formal complaint. A senior member of our team will review the situation. We’ll respond with our final decision and suggested resolution within 8 weeks.
- Disagree with Our Decision? If you’re not satisfied with our response:
- Clients are generally expected to go through our internal complaint procedure first.
- You can then take your complaint to the Legal Ombudsman within six months of receiving our final response.
- Ensure your complaint is lodged with the Legal Ombudsman either within a year of the incident or within a year of realizing an issue.
- Contact the Legal Ombudsman:
- Website: http://www.legalombudsman.org.uk
- Address: Legal Ombudsman
- Email: enquiries@legalombudsman.org.uk
- Phone: 0300 555 0333 between 9am to 5pm
You must take your complaint to the Legal Ombudsman within six months of receiving a final response to your complaint from us. From 1 April 2023, the Legal Ombudsman also expects complaints to be made to them within 1 year of the date of the act or omission about which you are concerned or within 1 year of you realising there was a concern.”
- Alternative Solutions: We can consider alternative dispute resolution platforms like Ombudsman Services, ProMediate, and Small Claims Mediation. If we opt for this route, you’ll be notified.
Please Remember:
- The Legal Ombudsman focuses on service quality concerns.
- If you suspect serious professional misconduct (e.g., dishonesty, financial mishandling, or unfair treatment), you can report to the Solicitors Regulation Authority (SRA). Learn more at https://www.sra.org.uk/consumers/problems/. Report at: https://www.sra.org.uk/consumers/problems/report-solicitor/
- You can also learn more in the SRA handbook: https://www.sra.org.uk/solicitors/standards-regulations/
As a firm of solicitors we are required to maintain professional indemnity insurance up to a certain limit in order to protect clients (subject to the terms of the policy) in the unlikely event of a mistake being made in a case. If you feel that we have made a mistake in your case and that you have or will suffer loss or damage as a result you must inform us straight away. Contact details and details of the territorial coverage for our professional indemnity insurers are available upon request from the individual handling your case.
