If at any stage you have concerns or wish to make a complaint, inform the person handling your matter straight away about the nature of your concern. If you do not feel comfortable speaking with the individual handling your matter, then you can contact their supervisor. 

Our client complaint policy means that if the person handling your matter cannot promptly resolve your concerns, then it will be dealt with as a formal complaint following the procedure below:

  1. Please contact the supervisor of your matter by email (details provided in your engagement letter or their details can be provided on request from the person handling your matter). Alternatively, you can write to us by post to Client Experience, Watson Morris Family Law LLP, 314 Midsummer Boulevard, Midsummer Court, Milton Keynes, MK9 2UN.
  2. We will acknowledge your complaint within three working days of receipt and confirm who will be investigating your concerns.
  3. We will find out what happened, usually by reviewing the file and by talking to the person who acted for you. Sometimes as a result, we will need further information which may mean we need to telephone you or meet with you.
  4. We will write to you within eight weeks of your complaint to set out our final response to the complaint. 
  5. We hope that you will be satisfied with our conclusion, but if you do not agree with our proposed resolution or outcome, you may be entitled to complain to the Legal Ombudsman. The Ombudsman would generally expect clients to follow a firm’s internal complaints procedure first. Complaints to the Ombudsman should normally be made within six months of receiving our final response to your complaint and no more than six years from the date of when the problem arose (or if you were not initially aware of the problem, within three years of when you should reasonably have known that there was cause for complaint). You can find further information about the Ombudsman on their website. You can write to the Ombudsman at Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ or by email on enquiries@legalombudsman.org.uk or call on 0300 555 0333.
  6. The Legal Ombudsman deals with concerns about the level of service which a client has received. Clients can report suspected professional misconduct to the Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN, Telephone 0370 606 2555. Please visit https://www.sra.org.uk/ Examples of professional misconduct include dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

if you have any questions regarding our client complaint policy then contact us today.