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 your 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.
Who will oversee my complaint?
Our Client Care Partner is responsible for this Policy and Procedure and making sure that all complaints are actioned properly and recorded centrally. He is assisted by our Complaints Administrator.

Client Care Partner: Stephen Poyner
Postal address:1-5 Palmyra Square South Warrington WA1 1BZ.

Complaints Administrator: Michelle Fisher.

How do I make a complaint?
In the first instance, so that we can monitor complaints centrally, you should contact our Client Care Partner. There is no need to write us a formal letter, unless you wish to do so.  You can send an email with details of the issues you have or you can call us if you find this easier. 

The relevant contact details are shown above. Alternatively, you can telephone our office on 01925 230000.  If for any reason our Client Care Partner is not in the office you can ask for our Complaints Administrator. 

How will my complaint be investigated?

  • The Client Care Partner will not normally investigate your complaint himself.  He will usually ask the Partner responsible for the overall supervision of your matter to investigate it.  If your  complaint relates to the supervising Partner then the Client Care Partner may investigate the matter himself or appoint another senior FDR Partner or manager to investigate.
  • Your complaint will be recorded in our Central Register. We will issue a formal acknowledgement of your complaint within two working days of receiving it and confirm who has been appointed to investigate (“the Investigator”).   We will normally correspond with you by email unless you request an alternative method of communication. If you have asked for a hard copy of this Complaints Policy and Procedure we will send a copy to you in the post.
  • The Investigator may want to clarify certain aspects of your complaint with you and will then examine the relevant matter file. The Investigator  will also talk to the individual who has been handling your case and any other FDR personnel involved.
  • Sometimes a meeting to discuss your complaint might be beneficial and, if we think this this is appropriate, we will arrange this with you.
  • We will share the Investigator’s findings with you and explain how we have arrived at our conclusions. Where we uphold your complaint we will provide an explanation of what went wrong and suggest a suitable remedy. 
  • If we conclude that there are no reasonable grounds for complaint we will explain why. A complaint may, for instance, arise as the result of a misunderstanding rather than something we have done wrong . Even if we do not uphold your complaint please be assured that we do not make any charge for 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.Occasionally this is not possible, for example, if you have a number of complaints or the case is complex or the relevant personnel are away on holiday.  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 of your complaint then you may at that point request a review of the initial decision.  At that stage the Client Care Partner will thoroughly review the complaint file. If the Client Care Partner carried out the initial investigation of your complaint the review process will be undertaken by another senior FDR Partner.

We  will then confirm to you in writing the outcome of that review.

The reviewer’s decision will normally be sent to you within 14 days of your request for a review. This will be the final decision under FDR’s internal Complaints Policy.

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 decision then you can contact the Legal Ombudsman about your complaint. Normally, any such complaint must be made either:

  • within 6 months of receiving a final, written response from us about your complaint (ie from the date of our final, reviewer’s decision);or
  • within six years of the occurrence of the act or omission about which you are complaining; or
  • (if outside this period) within three years of when you should reasonably have been aware of the relevant act or omission.

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

If you make a complaint to the Legal Ombudsman without first going through this FDR Complaints Procedure it is likely that that the Legal Ombudsman  will ask you to pursue your complaint with us directly, using this FDR Complaints Procedure. Only then, and if we have not be able to resolve your complaint using our internal Procedure, will the Legal Ombudsman deal with your complaint.

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. If so, they may wish to deal with you direct outside of this Policy and Procedure. We will notify you if that is the case.

November 2020