Complaints Procedure

We want to give you the best possible service. However, 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.

If you would like to make a formal complaint, then you can read our full complaints procedure here.

FMGS Law Limited Complaints Procedure

We are committed to providing a professional and efficient service to all of our customers. If you have any concerns about the quality of our service we want to know about them as soon as possible.  We consider it an important opportunity to gather feedback and consider improvements.

Any expression of dissatisfaction about the service you have received from FMGS Law Limited will be taken very seriously and we will ensure that we respond promptly to any complaint raised by our customers in accordance with this procedure.

What to do if you have a complaint about the service we have provided

Start by contacting the person dealing with your case. You can do this either by telephone, in writing or by email.  Your complaint will be acknowledged within two working days of receipt. We anticipate that in most cases the person dealing with your matter will be able to resolve your concerns swiftly.

If you are not happy with the outcome following the response from the person dealing with your case, the next stage is to ask the Director from that department to consider your concerns. The name of the appropriate person will be found in the initial letter we sent to you at the outset of your case.

The Director will review your concerns, carry out their own investigation and then provide you with a full response within 28 days.

Should you feel that your complaint has not been appropriately responded to or resolved following investigation by the Director, you may refer it to our Client Care Director, David Glover by email on d.glover@fmgs.co.uk or by telephone on 01524 61660.  You may also correspond in writing if you prefer at the following address: 1 Middle Street, Lancaster, Lancashire LA1 1JZ

David Glover will arrange for your concerns about the service you have received to be carefully reviewed and will provide you with a final response on behalf of FMGS Law Limited within 28 days. We will aim to reach an informal conclusion with you wherever reasonably possible.

What to do if we are unable to resolve your complaint to your satisfaction

Once you have received our final response, if you remain dissatisfied, you may refer your complaint to the Legal Ombudsman (LeO).  The LeO expects complaints to be referred to them within 6 years from the date of the act/omission about which you are complaining or 3 years from when you should have known about it. The LeO will usually only consider a complaint within 6 months of the final response you received under our own complaints procedure.

The LeO’s contact details are:

The Legal Ombudsman can be contacted by telephone on 0300 555 0333 calls are charged at a local rate or emailed at enquiries@legalombudsman.org.uk  The Legal Ombudsman is available from 9am to 5pm to answer your calls.  From outside the UK please call ++ 44 121 245 3050.  If you want to write to the Legal Ombudsman the address is PO Box 6806, Wolverhampton, WV1 9WJ.

If you have concerns about our behaviour rather than the service we have provided, or if you believe you are being treated unfairly because of your age, disability or another characteristic, the Solicitors Regulation Authority may be able to help you.

Our overriding aim, however, is to deal with any concerns raised directly with you as quickly as possible with a view to reaching an informal and mutually agreeable resolution.