Complaints & Privacy

We are committed to provide a high-quality legal service to all our client, however if you are not happy about anything with respect to our service, our work, our charges please tell us in the first instance and us an opportunity to look into things. The responsible person for complaints handling: Aneesa Bux  ; email  or in writing to Fairwoods Solicitors 8 Eastway Business Village, Olivers Place, Fulwood, Preston PR2 9WT.

What will happen next

Step one

If you have not already so, we ask that client to let us know full nature of the problem.

Step two

Our Complaints Handling representative will write to you acknowledging the complaint  within7 days of us receiving the complaint and provide you with the details to of the individual dealing with your complaint and the next steps.

The designated complaints handler will review your file and any other relevant documentation and do this within 21 days of sending you the acknowledgement. If your complaint is more complicated or than we will write to you to notify together with the reason why and giving a revised timescale

Step 3

Once the investigation is completed We may ask to meet with you to discuss things face-to-face and we would hope to be in a position to arrange a meeting with you no longer than 21 day days after sending you the acknowledgement letter

If a meeting is not possible, or if we cannot arrange this within an agreeable timescale, we will write to you fully setting out our views on the situation and making suggestions as to how we can put things right, or asking you to confirm, explain or clarify any issues. Within 7 days of any meeting or a telephone meeting, we will write to you again to confirm with confirmation of the firms final position in relation to the complaint.

Step 4

If  you are not satisfied, you will be invited  to contact our complaints handling representative and he will arrange for another Director who is unconnected with the matter to review the decision. He will write to you within 14 days of receiving the request with confirmation of the firms final position in relation to complaint, outlining the reason.

The whole internal process should be completed within 8 weeks.

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

Step 5

You must exhaust the internal complaints procedure first, in most cases you will not be able to take the complaint further without allowing us the opportunity to put things right.

  1. If you are still not satisfied with the firm’s decision at the conclusion of the complaints procedure you may refer the matter to the Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ; telephone 0300 555 0333;

There is a time limit for referring the matter to the Legal Ombudsman which is generally 6 months from the end of our firm’s complaint procedure and

  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

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

The Solicitors Regulation Authority can help if you are concerned about our behaviour

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.