Client Complaints Handling Procedure

Employment law, Newbury, Berkshire.

Designated complaints handler

This Complaints Handling Procedure tells you how we will deal with your complaint and how long it is likely to take. It also provides important information about what you can do if you are not happy with the way in which we are dealing with your complaint, or about our final decision.

If you have any concerns about our service, our work, or our charges, you should discuss these first with the individual who has day-to-day control of your matter.

If this person cannot satisfactorily address your concerns and you wish to make a complaint, please contact our designated complaints handler, Simon Fenton. You can write to him at Liberty House, Greenham Business Park, Newbury, RG19 6HS or send an email to

Step one: acknowledging your complaint

Within three working days of receiving your complaint, your complaint will be recorded in our complaints register and a separate file will be opened in which we will store any correspondence and other documents relating to your complaint. Within two working days we will also send you a letter acknowledging your complaint. 

Step two: investigating your complaint 

Within five working days of receiving your complaint, we will review your file(s) and any other relevant documentation and send you a letter telling you how we propose to deal with your complaint. Examples of what we might say in this letter are as follows: 

Whichever form our investigations on takes, we will aim to give you our final decision within six weeks of receiving your complaint (or sooner if possible).

Step three: appealing against our final decision

If you are not satisfied with our final decision, please let us know and we will review our decision again. We will let you know the result of any appeal within five working days of receiving your appeal. 

Step four: the Legal Ombudsman

If you are still not satisfied, you can then contact the Legal Ombudsman about your complaint provided you do so within six months of the end of our complaints handling procedure.

In addition, there are time limits relating to the date you first became aware or should have become aware of the problem. The relevant time limits are set out in the version of the Legal Ombudsman’s Scheme Rules in force from time to time which can be accessed at: or by contacting the Legal Ombudsman using the contact details provided below) and may only be extended by the Legal Ombudsman in exceptional circumstances. 

You must take your complaint to the Legal Ombudsman: 

Ordinarily, you cannot use the Legal Ombudsman unless you have first attempted to resolve your complaint using our complaints handling procedure, but you will be able to contact the Legal Ombudsman if: 

If you wish to make a complaint to the Legal Ombudsman, you must be one of the following: 

If you are not, you should be aware that you can only obtain redress by using our complaints handling procedure or by mediation or arbitration, or by taking acton through the courts. 

Legal Ombudsman contact details 

Address: PO Box 6806, Wolverhampton WV1 9WJ 
Telephone: 0300 555 0333 

Complaining to the Solicitors Regulation Authority

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. 

Address: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN 
Telephone: 0370 606 2555 

Alternative dispute resolution 

Where we are not able to settle your complaint using our internal complaints process, there are alternative complaints bodies (such as the Ombudsman Services which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. 

Please let us know if you would like to consider using an alternative complaints body to resolve your complaint.

For further information, see

Why Choose Us?

Reasons why clients choose Fenton Elliott to represent them and get the results they expect.

More about us
Simon Fenton

Contact Us Today

If you are looking for employment or family law advice we can help. We will respond quickly to all enquiries.

Contact us