About Us

Client Care, Comments and Complaints

Client care and communication

You will have seen in other pages on our website of our commitment to providing a high quality service to all our clients. To enable us to continue to maintain and improve on this standard we welcome comments and criticism and at every case conclusion we send a client feedback questionnaire.

All comments, compliments and criticisms are fed back to the relevant lawyers and their support teams so we can all benefit. Should you find that you have cause for complaint on any issue please speak to your lawyer in the first instance. If your lawyer cannot resolve matters, please ask to speak to Simon Long (Managing Partner) simon.long@franklins-sols.co.uk or Emma McNally (Practice Manager) emma.mcnally@franklins-sols.co.uk, who will be happy to provide you with a copy of our complaints procedure and will also endeavour to resolve your complaint and also give you guidance as to further escalation if appropriate to the Legal Ombudsman.

If you wish to refer your complaint to the Legal Ombudsman, their time limits for investigating complaints are:

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

And

  • No more than one year from the date of act/admission; or
  • No more than one year from when you should reasonably have known there was cause for complaint.

Call 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman
PO Box 6167
SLOUGH
SL1 0EH

Relay UK – 0800 7311 888 – This service can be used to assist those who are deaf, hard-of-hearing, and speech-impaired. To find out how to use Relay UK please go to www.relayuk.bt.com/how-to-use-relay-uk.html

Alternative complaints bodies (such as ProMediate – www.promediate.co.uk) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.

The professional rules by which we operate and are regulated can therefore be found by visiting www.sra.org.uk

The Solicitors Regulation Authority (SRA) can help if you are concerned about our behaviour. This could be things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Visit their website above to see how you can raise your concerns.

Our professional indemnity insurers are AmTrust Europe Limited and contact with them is via our brokers Howden Windsor Insurance Brokers Limited, telephone number 020 7133 1400.

We are open from 9-5.30pm Monday to Friday. You are also welcome to contact us initially using our online enquiry form.