Complaints procedure
If something has gone wrong, we want to hear about it. Here is how to tell us, and what happens next.
Last updated 20 August 2026
Our commitment
Fernstone Law is committed to providing a high-quality legal service to all of our clients. When something goes wrong, we need you to tell us about it, as this helps us improve our service and standards.
If you are unhappy with any aspect of our service, please follow this procedure. We are keen to ensure that should you have cause to complain, your complaint is dealt with in a positive and pro-active manner, and we aim to resolve complaints quickly and fairly as part of an ongoing commitment to excellent customer service.
Fernstone Law
Beech House, Block C, 2nd Floor, Park West Business Park, Sealand Road
Chester, Cheshire, CH1 4RJ
Our complaints procedure
This complaints procedure applies if you've requested a copy of it, or because an initial complaint that you were unhappy with some aspect of how your case was handled wasn't resolved to your satisfaction by the person dealing with your case or their direct manager.
We accept complaints made by telephone, in person, email or letter. Whilst our calls are recorded, we recommend complaints are made in writing, so we are clear about the details of your complaint, and you can retain a full record of it for future reference.
Immediate resolution stage
If you haven't already dealt with the person handling your case directly, or their direct manager, we will forward details of your complaint to them. We would hope the complaint can then be resolved to your satisfaction.
If the complaint cannot be resolved to your satisfaction by the person dealing with your case or their direct manager, the Department Manager will contact you directly and use their best efforts to resolve the complaint.
If the Manager is able to resolve the complaint to your satisfaction, written confirmation will be sent to you.
Our investigation
Where the complaint has not been resolved by the Department Manager, our Head of Department will complete an investigation into the matters raised, and will respond to your complaint within 10 working days, or whatever extended period you agree to.
Appeal process
If, on receipt of our response, you remain unhappy, you may appeal the findings by contacting the Compliance Officer for Legal Practice (COLP) using the same contact methods, telephone, in person, email, or letter. We recommend this appeal is in writing, so we're clear about the details and you can retain a full record for future reference.
Craig Bryan
Compliance Officer for Legal Practice, Fernstone Law
Phone: 0333 360 9696
Email: craig.bryan@fernstonelaw.co.uk
Please note that we do not accept Service of Proceedings by email or fax.
Legal Ombudsman
If you remain dissatisfied with the response you receive from the COLP, you should contact the Legal Ombudsman.
Legal Ombudsman
PO Box 6167, Slough, SL1 0EH
Phone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
You must ordinarily refer your complaint to the Legal Ombudsman within six months from the date of our last response. The Legal Ombudsman will not normally deal with complaints unless our complaints procedure has been exhausted. The maximum period we are allowed to deal with your complaint is 8 weeks, though as detailed above, we will try to deal with your complaint more quickly than that.
Any complaint to the Legal Ombudsman must usually be made within six years of the reason for your complaint, or three years from when you found out the reason for your complaint.
Concerns about our regulatory conduct
If your concern relates to our professional conduct rather than service quality, you may also be able to raise this with the Solicitors Regulation Authority at sra.org.uk.
Need to raise a complaint
Put it in writing if you can, so we are clear on the detail and you keep a record of it.