logotype

Frictionless, relationship-driven legal support, from seed to exit.

CONTACT US

If you think we sound like a great fit, don’t hesitate to get in touch with more information about your business and what you’re looking for. We’ll then make sure the right member of our team gets back to you as soon as possible.

Feedback & Complaints Process

We strive to offer the best service possible. If you have any concerns or are unsatisfied:

  1. 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.

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:

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.