Complaints Policy

We always aim to provide the best service we can to our clients, and we pride ourselves on our attention to the clients’ needs. Our client reviews demonstrate the effort we put into this. You can read them here.

If at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

How to complain

In the first instance please contact the person who is working on your case, to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full Client Complaints Handling Procedure.  Making a complaint will not affect how we handle your case.

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.

You can raise your concerns with the Solicitors Regulation Authority at www.sra.org.uk/consumers/problems/report-solicitor

What to do if we cannot resolve your complaint

If we are unable to resolve the complaint with you then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates problems about poor service from lawyers.

Before accepting a complaint for investigation the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

• No more than one year from the date of the act or omission being complained about; or
• No more than one year from the date when you should have realised that there was cause for complaint;

and

• Within six months of receiving a final response to your complaint.

If you would like more information about the Legal Ombudsman please contact them:

Contact details:

Visit www.legalombudsman.org.uk

Call 0300 555 0333 between 10am to 4pm.

Relay UK: 18001 0300 555 0333

Email enquiries@legalombudsman.org.uk

Legal Ombudsman PO BOX 6167, Slough, SL1 0EH

Complaints Procedure

We aim to provide an exemplary service. If you are unhappy about any aspect of our service you have received or about an invoice we have sent you please raise this matter with us in writing.   

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. Making a complaint will not affect how we handle your case.

Procedure:

Please provide details of your concerns in writing to:

Simon Fenton, Fenton Elliott Solicitors Ltd, Liberty House, Greenham Business Park, Newbury, RG19 6HS

• Within 5 working days of receiving your complaint we will acknowledge receipt in writing.
• We will conduct a full investigation and a review of the matter.
• Simon will telephone you or invite you to a meeting to discuss and hope to resolve your complaint, within 28 days of sending you the acknowledgement letter.
• If a meeting or telephone call cannot be arranged Simon she will send a written reply to your complaint, including her proposals for resolving the matter within 28 days.
• If the complaint is of a more complex nature and we require more time you will be informed.
• At this stage we would await your feedback and liaise with you as appropriate.
• If you remain unsatisfied with the conclusion, please inform us so we may review the decision with your comments.   
• Once we have reviewed the matter, we will write to you within 7 days to confirm the final position
• We may invite you to agree to mediation and will inform you of how this would work and timeframes involved.
• If you are still not satisfied, and with your consent, arrangements will then be made for a member of the the local Law Society or another solicitor to independently review your complaint. You will be advised of how long this is likely to take and of the outcome within 5 working days of the review.   

We are permitted a period of eight weeks to consider the complaint. If for any reason we are unable to resolve the problem between us within that timeframe, then our clients are advised that they may ask the Legal Ombudsman to consider the complaint.