Home » Complaints Procedure

Complaints Procedure

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, please contact Nick Fentiman, Compliance Officer for Fentiman Legal Ltd, Greville Court Business Centre, 1665 High Street, Knowle, Solihull, B93 0LL. Making a complaint will not affect how we can handle your case.

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

You can raise your concerns with the Solicitors Regulation Authority at www.sra.org.uk

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 (a) no more than six years from the date of act/omission; or (b) 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. Visit: www.legalombudsman.org.uk or call 0300 555 0333 between 9am and 5pm. Alternatively e-mail to enquiries@legalombudsman.org.uk or write to Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ.

With effect from 15th February 2015 EU Regulations on Consumer Online Dispute Resolution (ODR) allow consumers who bought our services online to submit their complaint via an online complaint portal.

We are required under the regulations to provide our clients the following information:
1. Link to the ODR platform – please follow the link for further information – https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN
2. Our complaints contact in case of a complaint under the ODR regulation – Nick Fentiman.