Book No Obligation Free Consultation Session with Resolution Accredited specialist family law solicitors Now!
Complaints Handling
Our complaints policy
We are committed to providing a high-quality family law related service to all our clients. However, we understand that there may be times when you feel dissatisfied or concerned about the service you have received. If that happens, please let us know as soon as possible so that we can address your concerns promptly. Your feedback is important to us — it not only allows us to resolve any issues but also helps us improve our service standards.
In the first instance, we encourage you to contact the person who is handling your case to discuss your concerns. We will do our best to resolve any issues quickly and informally at this stage.
However, if your concerns are still not resolved and you would like to make a formal complaint, please contact us in writing, setting out a summary of your concerns and send it to the following email:
info@apexfamilylaw.co.uk
If you need to make a formal complaint, you should:
- complain as soon as possible
- be clear on what the issue is and how you would like it to be resolved
- give us up to eight weeks to resolve your complaint.
Your Rights to make a Complaint
You have the right to complain to us.
You will not be charged for any time spent for handling your complaint.
You can request a copy of our complaint procedure at any time.
We shall aim to deal with any complaint that we may receive promptly, fairly, openly and effectively.
Handling and Resolving a Complaint
At Apex Family Law, we are committed to providing the highest level of service. If you are dissatisfied with any aspect of our service, you have the right to make a complaint. Upon receipt of your written complaint, we will acknowledge it and begin a formal investigation in accordance with our internal complaints procedure. Once we have investigated your complaint, we will provide you with a written outcome explaining our findings and any proposed resolutions.
If you are not satisfied with our final response, or if we have not provided you with an outcome within 8 weeks, you can contact the Legal Ombudsman for an independent review. The Legal Ombudsman investigates complaints about poor service from lawyers. Their involvement is completely independent and will not affect how we handle your case.
Before the Legal Ombudsman will consider your complaint, they will check that:
You have first raised your complaint with us and given us the opportunity to resolve it. If you have done so, you must make your complaint to the Legal Ombudsman:
- Within six months of receiving our final written response;
- And no more than one year from the date of the act or omission you are complaining about; or
- No more than one year from the date you should reasonably have known there was a cause for complaint.
If you would like more information about The Legal Ombudsman, please contact them on them as follows: –
- Website: www.legalombudsman.org.uk
- Phone Number: 0300 555 0333 between 9am to 5pm.
- Email: enquiries@legalombudsman.org.uk
In certain circumstances, you could also refer the matter to the Solicitors Regulation Authority. This could be for things like misconduct, or treating you unfairly because of your age, a disability or other characteristic.
- Website: https://www.sra.org.uk/consumers/problems/
- Phone Number: 0370 606 2555 between 9am to 5pm.
- Online: https://www.sra.org.uk/home/contact-us/
