Complaints Procedure

Whilst we are confident that you will be happy with the level of service we provide, if you are not happy with any aspect of our service, please speak initially to the individual with overall responsibility for your matter.  If that fails to resolve the issue to your satisfaction, please contact John Fletcher either by telephone (01565 755 411) or email ( who will investigate the complaint further and respond to your complaint as soon as practicable.

What will happen next

  • We will acknowledge your complaint in writing within 5 working days of receipt.
  • We will review your file and discuss matters with the person with conduct of your case and discuss your concerns.
  • We would normally expect to deal with your complaint within 21 days but should it not be possible to resolve matters within that time due to complexities, we will advise you of the reason for the delay.

Should we be unable to resolve your concerns or complaints to your satisfaction, you can refer your complaint to the Legal Ombudsman which is an independent complaints body who can investigate complaints about legal services.  You can refer your complaint to the Legal Ombudsman within 6 months of receiving our final response to your complaint and up to 6 years from the date of any act or omission giving rise to the complaint or within 3 years of when you should reasonably have been aware of it.


The Legal Ombudsman contact details are:-

The Legal Ombudsman
P O Box 6806

Telephone : 0300 555 033
Website :
Email :

Fletcher & Co
Warford House,
31 King Street,
WA16 6DW

Complaints Procedure | Privacy Statement