Complaints handling procedure

We are committed to providing a high-quality legal service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If you have a complaint, please set out details of your complaint in writing and send it by email to and by post to Fard & Co Solicitors, Quatro House, Lyon Way, Frimley Road, GU16 7ER. We will acknowledge it within three days of receiving it and provide you with a copy of our office complaint procedure in detail. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

We are regulated by the Solicitors Regulation Authority(SRA) and complaints and redress mechanisms are provided through the SRA and the Legal Ombudsman.

All firms of solicitors are obliged to attempt to resolve problems that clients may have with the service provided. It is therefore important that you immediately raise your concerns with us.

• how and when a complaint can be made to the Legal Ombudsman

If we are unable to resolve any such concerns to your satisfaction within eight weeks you are entitled to make a complaint to the Legal Ombudsman – – PO Box 6806 Wolverhampton WV1 9WJ.

The Legal Ombudsman investigates complaints about legal services. Normally complaints need to be made to the Legal Ombudsman within six months of receiving our final written response to your complaint.

• how and when a complaint can be made to the SRA

The SRA deals with cases where the firm or those that they regulate have breached the SRA Principles. Therefore, complaints regarding poor service should be referred to the Legal Ombudsman and if they consider that your complaint and case involves a breach of the SRA Principles then they will also refer your case to the SRA.

You can make a complaint directly to the SRA if you think that there has been a breach of the SRA Principles. You would need to contact the SRA directly to begin this process.

You are entitled to make a complaint to the SRA – Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN.

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