Client Care Policy

Here at Foster Clay Law we want to give a first class service to all of our clients, so if you are dissatisfied, please rest assured that we will take this very seriously and we will respond promptly to any complaints raised.

Should you have any concerns over how your matter is being dealt with, please initially speak to your file handler and then if you remain dissatisfied, to their manager, who will review the matter and look at reaching an amicable resolution as quickly and effectively as possible.

If you are not happy with responses provided by the manager, you can make a formal complaint to ClientCare@fosterclaylaw.com or by writing to us at: -

Client Care Team, Foster Clay Law Limited, 32 Queen Street, Scarborough YO11 1HD

Your complaint will be investigated and we will provide a suggested solution within 10 working days. If it is likely to take longer to investigate, for example, due to complexities, we will contact you within this timeframe to suggest when we will aim to have completed our investigation.

If you are not satisfied with the response from our Client Care team you may request that a senior partner reviews the case.

After this, if you remain dissatisfied, you may refer your complaint to the Legal Ombudsman: -

Email address - enquiries@legalombudsman.org.uk

Telephone - 0300 555 0333

www.legalombudsman.org.uk

Any complaints made to the Legal Ombudsman are time limited and must be made within 6 months of the final communication you have received from us regarding your complaint.