Fidanci Law’s Complaints 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 at any point you become unhappy with the service we provide to you or you have concerns about your bill, then you should inform us immediately so that we can do our best to resolve the problem for you.
If you have a complaint, please contact us with the details. Please write to us with full details of your concerns. You can write to us at Southgate Office Village, B Block 2nd Floor, 284a Chase Road, London N14 6HF. Alternatively you can email us at info@fidancilaw.com
What will happen next?
We will send you a letter acknowledging receipt of your complaint within five days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. We will review your matter file and speak to the member of staff who acted for you.
We will then invite you to a meeting to discuss and hopefully resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter as indicated above.
Within three days of the meeting, we will write to you to confirm what took place and any solutions we have agreed with you.
If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
At this stage, if you are still not satisfied, you should contact us again to review our decision.
We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
If we are unable to resolve your complaint within eight weeks after you have brought it to our attention, then you can have the complaint independently looked at by the Legal Ombudsman, an independent complaints body, established under the Legal Services Act 2007, that deals with legal services complaints.
You have six months from the date of our final written letter in which to complain to the Legal Ombudsman, The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman, this must be done within six months of our final response to your complaint. contact details for which are as follows:

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Telephone: 0300 555 0333
Minicom call 0300 555 1777
Email address: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

If we have to change any of the timescales above, we will let you know and explain why.
We will not charge you for handling your complaint.
The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.