FDR Law Complaints Policy and Procedure

We are committed to providing you with a high-quality service.  However, if something goes wrong we want you to tell us about it straight away.  We value you feedback and always want to know how we can improve the standard of our service. 

We take any complaint very seriously and will investigate any complaint as quickly as we can.     Our Client Care Partner is responsible for this Policy and making sure that all complaints are actioned properly and recorded centrally. He is assisted by our Complaint Co-ordinator. A copy of this Policy and Procedure is available on our website at or we will provide a hard copy on request.

How do I make a complaint?

If you wish to make a complaint there is no need to write us a formal letter.  You can send an email with details of the issues you have or you can call us if you find this easier. 

In the first instance, so that we can monitor complaints centrally, you should contact Stephen Poyner, our Client Care Partner.  You can write to him at 21 Bold Street, Warrington, WA1 1DG or  email him at  Alternatively, you can telephone our office on 01925 230000.  If for any reason Stephen is not in the office you can ask for FDR’s Complaint Co-ordinator. 

How is my complaint investigated?

  • The Client Care Partner will not normally investigate your complaint himself.  He will usually ask the Partner responsible for the supervision of your matter to investigate it.  If the complaint is about the supervising Partner then the Client Care Partner may decide to investigate this himself or he will appoint another senior FDR manager to investigate.
  • The Client Care Partner will issue a formal acknowledgement of your complaint within two working days of your complaint and confirm who has been appointed to investigate it.   We will normally correspond with you by email unless you request an alternative method of communication. If you require a hard copy of this Complaints Policy and Procedure we will send a copy to you.
  • Your complaint will be recorded in our Central Register.  The Investigator will initially clarify any aspects of your complaint with you where necessary and then examine the relevant matter file and talk to the individual who has been dealing with your case on a daily basis and any other relevant members of staff.  A meeting to discuss your complaint might be beneficial and this can be arranged if you wish.
  • We will share our findings with you and explain how we have arrived at our conclusions. Where we uphold your complaint we will put forward a suitable remedy and an explanation and acknowledgement as to what went wrong.  Even if we do not uphold the complaint please be assured no charge will be made for the time spent on the handling or investigation of your complaint.

How long will it take?

We aim to conclude any investigation within 28 days of the date of your initial complaint, although there may be instances where this is not possible, for example, if you have a number of complaints or the case is complex.  We will, however, do our best to conclude your complaint as quickly as we can and in any event within 6 weeks of the initial complaint. 

What if I am unhappy with the outcome?

If you are not satisfied with the outcome then you may at that point contact the Client Care Partner directly and request a review of the decision.  At that stage the Client Care Partner will thoroughly review the complaint file and will confirm in writing the outcome of that review. If the Client Care Partner has carried out the initial investigation the review will be undertaken by a senior FDR Partner and he/she will confirm in writing the outcome of that review.That will be the final decision under FDR’s complaints policy and will normally be sent to you within 14 days of your request for a review.

What can I do if I am unhappy with your final decision?

We hope that we will be able to resolve your complaint to your satisfaction.  However, if you are unhappy with our final decisionthen you can contact the Legal Ombudsman about your complaint.  Normally, any such complaint must be made within 6 months of receiving a final written response from us about your complaint (this will be from the date of our final decision  if you asked for a review) or within six years of the act or omission about which you are complaining occurring (or if outside this period, within three years of when you should reasonably have been aware of it).

Making a complaint to the Legal Ombudsman If you make a complaint to the Legal Ombudsman without first going through this FDR Complaints Procedure it is likely that you will be asked to pursue your complaint using this FDR Complaints Procedure BEFORE the Legal Ombudsman will consider your complaint.

The Legal Ombudsman can be contacted at PO Box 6806, Wolverhampton WV1 9WJ (Tel. No. 0300-555-0333 or by email at

Complaints which do not relate to our service

If you complain about any alleged financial loss suffered by you as a result of something we did or did not do then we may have to refer the matter to our indemnity insurers who will then deal with you direct. We will notify you if that is the case.

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