Freemanns Solicitors Complaints Procedure:

Our Complaints Policy:

We are committed to providing good-quality legal services to all our clients. However, whenever anything goes wrong, we need you to tell us about it. This will help us to continue to improve our standards and quality of service. If you have a complaint, please contact us with the details.

What will happen next?

  1. We aim to resolve your complaint within 8 weeks of your notification. We will send you a letter acknowledging receipt of your complaint within 3 days of receiving it, enclosing a copy of this procedure.
  2. Your complaint will then be investigated. This would normally mean passing your complaint to our Complaints Manager, Mr Ifeanyi Okoh, who will review your matter file and speak to the caseworker.
  3. Mr Okoh will then invite you to a meeting, in order to discuss, and hopefully resolve your complaint. This will be done within 14 days of sending out the acknowledgment letter.
  4. The Complaints Manager will, within 3 days of the meeting, write to confirm what took place and any solutions that were agreed with you.
  5. Where you do not wish to have a meeting or it is not possible, the Complaints Manager will send you a detailed written response to your complaint, including any suggestions for resolving the matter. This will be within 21 days of sending you the acknowledgment letter.
  6. At this point if you remain unsatisfied, you should contact us again, and we will arrange for someone unconnected with the matter at the firm to review the decision.
  7. You will be contacted within 14 days of receiving your request for a review, to confirm our final position on your complaint and explain our reasons.
  8. If you are still unsatisfied, you can then contact the Legal Ombudsman by:
    • Post: PO Box 6806, Wolverhampton WV1 9WJ about your
    • email: This email address is being protected from spambots. You need JavaScript enabled to view it.
    • telephone: 0300 555 0333 or +44 121 245 3050 if calling from overseas.

For further information, please access the Legal Ombudsman’s website

Please note that the time limit for complaint to the Legal Ombudsman is within one year from the act/omission or one from realising the cause of complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final decision on your complaint.

If we have to change any of the timescales above, we will let you know and explain why.

The Solicitors Regulation Authority (SRA) can help if you are concerned about our behaviour. This includes dishonesty, taking or losing your money, or treating you unfairly because of your age, a disability, or any other characteristic. Visit their website to find out how you can raise your concerns with the SRA.

If you require further assistance, please contact the Professional Ethics Helpline by telephoning 0370 606 2577.