Complaint Policy

Our Commitment to Client Satisfaction

At Fenrick & Stone Solicitors, we strive to provide excellent service at all times. However, if you are dissatisfied with any aspect of our service, we have a formal complaints procedure in place to ensure your concerns are addressed promptly and fairly.

Our Complaints Procedure

1. Stage 1: Informal Resolution
   1. Raise your concern directly with your case handler
   2. Most issues can be resolved quickly at this stage
   3. We aim to resolve informal complaints within 5 working days
2. Stage 2: Formal Complaint
   1. Submit your complaint in writing to: complaints@fenrickstone.com
   2. Include all relevant details and supporting documents
   3. We will acknowledge receipt within 2 working days
   4. A full investigation will be conducted by our Complaints Manager
   5. You will receive a written response within 14 working days
3. Stage 3: External Review
   1. If unsatisfied with our response, you may escalate to:
      1. The Legal Ombudsman (within 6 months of our final response)
      2. Solicitors Regulation Authority for conduct complaints
   2. Contact details for these bodies will be provided in our final response

What We Need From You

1. Your full name and contact details
2. Details of the matter you’re complaining about
3. How you would like us to resolve the issue
4. Any supporting documentation

Our Promise

1. We will treat your complaint seriously and confidentially
2. We will not charge you for investigating your complaint
3. Making a complaint will not affect how we handle your case
4. We will use complaints to improve our services

Contact for Complaints:
Email: complaints@fenrickstone.com
Post: Complaints Manager, Fenrick & Stone Solicitors, Unit 20, Listerhills Science Park, Campus Road, BD7 1HR