Client’s complaints policy

Our complaints policy

Fussell Wright is committed to providing a high quality legal service to all our clients.

When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.


Our complaints procedure

If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed. – Malcolm Buck – 105 Sandy Park Road Bristol BS4 3PG

Note: Practices may wish to provide clients with a copy of the ‘Making a Complaint’ leaflet which is produced by the Legal Ombudsman.


What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within five days of our receiving the complaint, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Malcolm Buck, who will review your matter file and speak to the member of staff who acted for you.
  3. Mr Buck will then invite you to a meeting or telephone you to discuss and, it is hoped, resolve your complaint.  He will do this within 14 days of sending you the acknowledgement letter.
  4. Within three days of meeting Mr Buck will write to you to confirm what took place and any solutions Mr Buck has agreed with you.
  5. If you do not want a meeting or it is not possible, Mr Buck will send you a detailed written reply to our complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another person to review the decision.
  7. We will write to you within 14days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8. If you are still not satisfied, you can then contact the Legal Ombudsman at P.O. Box 15870 Birmingham B30 9EB or call 0300 555 0333 about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint.  The Legal Ombudsman has provided further guidance on its services at www.legalombudsman.org.uk.

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