Complaints procedure

1.1 We are required to have a complaints policy, even though it is extremely rarely used.

1.2 We are committed to providing an entirely unique, partner-led and extremely high-quality legal service to all our clients. Indeed, in the 13 years we have been established and acted for several hundred clients, we have only received two client complaints (one from a client whose resolution of her acrimony failed to keep pace with our extremely quick resolution of her case, which had been going on for years and, therefore, forced her to accept that she was partly responsible for the dispute and one from a client who, despite being abused by her ex-husband in order to see her child, decided she would reconcile with him as the price of seeing her child and breach her duty of trust with us). Needless to say, both involved an unjustifiable refusal to pay fees which had been agreed and both disputes with their former partners continue without the assistance of this firm.

1.3 That being said, because we are absolutely committed to our clients benefiting from our unique approach, without which their case, inevitably, will be prejudiced, if you are unhappy with any aspect of our service, please inform us immediately (although communicating with our clients on at least a weekly basis, means that all actions and strategies are agreed in any event). It is our policy to do what we can to resolve any problems to your satisfaction because, frankly, your case and its proper implementation is too important to us.

2.1 If you have any concerns or queries, you should initially raise them with Richard Gregorian, the Principal of the firm. In any event, you would have had access to him continuously through your case (both formally as a solicitor and, on a pro bono basis, to ensure that you are receiving adequate emotional support and understanding throughout) and instructed him on the basis of the unique legal and psychological approach he adopts and the passion he brings to the case as a parent and as a critic of the current inadequacies of the family justice system. Accordingly, misunderstandings rarely, if ever, happen — usually only being a product of a client’s wish to run the case more aggressively and to their detriment.

2.2 If you feel that a more formal approach is required, however, we will investigate your complaint in line with our formal Complaints Procedure. If we have to change any of the timescales mentioned below, we will let you know and explain the reasons why. The procedure is outlined below.

2.2.1 You should initially contact Richard Gregorian with your complaint.

2.2.2 Your complaint will be recorded in our central register and a separate file will be opened for your complaint.

2.2.3 Richard Gregorian will send you a letter/email of acknowledgment within two days of receiving your complaint which will ask you to confirm or explain the details set out. After receiving your reply, which will also be acknowledged, your complaint will be investigated. You will be given precise details of the anticipated timescale for the investigation in the letter/email of acknowledgment, but you will usually hear from us within 28 days of our acknowledgment.

2.2.4 The investigation will involve your complaint being dealt with by Richard Gregorian.

2.2.5 At the conclusion of the investigation, Richard Gregorian will write to you with his findings and any suggestions for resolving the matter.

2.2.6 You should notify us, preferably in writing, if you have any continuing concerns, indicating why you feel that the initial response does not resolve the matter.

2.2.7 We will acknowledge your letter and arrange to review the decision. Following this review and, within 21 days of your letter, we will write to you confirming our final position on the complaint and explaining our reasons.

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

• within six months of receiving a final response to your complaint
• 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 you would like more information about the Legal Ombudsman, please contact them.

Contact details

• Visit: www.legalombudsman.org.uk
• Call: 0300 555 0333 between 9.00 to 17.00.
• Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

The Solicitors Regulation Authority can help if you are concerned about issues of conduct.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority: www.sra.org.uk