Fidanci Law Ltd – Complaints Procedure
Fidanci Law Ltd is committed to providing a high-quality legal service to all clients. If at any time you become unhappy or concerned about the service you have received, or you wish to challenge your bill, please tell us immediately. We take all concerns seriously and aim to resolve them promptly and fairly.
How to Make a Complaint
You may make a complaint in writing or by email:
Address:
Fidanci Law Ltd
Southgate Office Village
Block B, 2nd Floor
284a Chase Road
London N14 6HF
Email: info@fidancilaw.com
If you need assistance to make a complaint (for example due to language needs, disability or vulnerability), please tell us and we will support you.
What Happens Next?
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Acknowledgement
We will acknowledge your complaint in writing within five working days and provide a copy of this procedure.
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Investigation
Your complaint will be investigated by a senior member of the firm who has not been directly involved in your matter, wherever possible.
The investigation may include:
- Reviewing your file
- Speaking with staff involved
- Considering any relevant documentation
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Initial Response / Meeting
Within 14 days of acknowledging your complaint, we will either:
- Invite you to a meeting (in person, telephone or video call) to discuss the issues; or
- If a meeting is unnecessary or not possible, move directly to a written response.
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Written Outcome
If a meeting takes place, we will write to you within three working days to confirm what was discussed and any outcome.
If there is no meeting, we will send you a detailed written response within 21 days of our acknowledgement, setting out:
- Our findings
- Any action taken
- Any proposals for resolution
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Review
If you remain dissatisfied, you may request a review.
A senior reviewer will consider your concerns and issue our final written response within 14 days of your request.
If We Cannot Resolve Your Complaint
If you are still unhappy after receiving our final response, or if we have not resolved your complaint within eight weeks, you may refer your complaint to the Legal Ombudsman, an independent body established to investigate service complaints about legal professionals.
Legal Ombudsman Time Limits
You must contact the Legal Ombudsman within six months of our final response.
The Legal Ombudsman will generally accept complaints made:
- Within six years of the issue occurring, or
- Within three years of when you first became aware of the issue.
Legal Ombudsman Contact Details
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Telephone: 0300 555 0333
Minicom: 0300 555 1777
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
Concerns About Professional Conduct
If your concern relates to issues such as dishonesty, loss of client money, or discrimination—matters relating to professional misconduct rather than service quality—you may contact the Solicitors Regulation Authority (SRA).
Further information on reporting concerns is available at:
www.sra.org.uk/consumers/problems/report-solicitor
Fees
We do not charge for handling your complaint.
Changes to Timescales
If we need to vary any of the timescales above, we will inform you promptly and explain the reason.
