We regard a complaint as an expression of dissatisfaction whether expressed verbally or in writing which the client wishes to be taken beyond the acting fee earner.

Our Complaints Policy

Franklins are committed to providing a high quality service.  If however you have a complaint or dissatisfaction with our service, please tell us about it.  This will help us to resolve your difficulties and improve our standards.

Our complaints procedure

If you have a complaint, please contact us with the details.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within three days of us receiving the complaint, enclosing a copy of this procedure.

2. We will then investigate your complaint.  This will normally involve passing your complaint to one of the partners and you will be advised of who that will be. They will review your matter file and speak to the member of staff who acted for you.

3. The partner will then invite you to a meeting to discuss and hopefully resolve your complaint.  They will do this within 14 days of sending you the acknowledgement letter.

4. Within three days of the meeting, the partner will write to you to confirm what took place and any solutions he has agreed with you.

5. If you do not want a meeting or it is not possible, you can be sent a detailed written reply to your complaint, including the suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the firm to review the decision.

7. 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.

8. If you are still not satisfied, you can then contact:

Legal Ombudsman,

PO BOX 6167

Slough SL1 0EH

about your complaint.  Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final decision on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at [email protected]

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