Complaints Procedure.

Complaints Policy

Customer service is at the heart of everything we do and our aim is always to ensure we get it right first time in adherence with the promises we make in our Client Charter. However, we recognise things don’t always go to plan and if this happens we want you to let us know so we can work with you to resolve your concerns including those in relation to your bill.

How do I make a complaint?

If you feel able to, you should speak or write to the person you have been working with who will always do their utmost to resolve any issue straight away.  Alternatively, should you wish to have an informal discussion on any concerns or issues with the service you have received, please contact:

Laura Jones
Head of Client Experience
FBC Manby Bowdler LLP
6-10 George Street
Snow Hill
Telephone: 01902 702017

If after this informal discussion you feel that matters have not been resolved to your satisfaction, or if you would prefer your complaint to go straight to a formal investigation, then you can contact our Head of Compliance:

Lyn Coughlan
Head of Compliance
FBC Manby Bowdler LLP
6-10 George Street
Snow Hill
Telephone: 01902 392451

To help us to understand your complaint, and in order that we do not miss anything, please tell us:

  • Your full name and contact details.
  • Your file reference number (if you have it).
  • What you think we have got wrong.
  • What you hope to achieve as a result of your complaint, and
  • If you require any help in making your complaint we will try to help you. 

How will you deal with my complaint?

  • We will record your complaint centrally.

  • We will write to you within three working days acknowledging your complaint and enclose a copy of this policy should you require it.

  • We will investigate your complaint. This will usually involve:

    • reviewing your complaint
    • reviewing your file(s) and other relevant documents, and
    • speaking with the person who dealt with your matter

  • We might also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
  • We will update you on the progress of your complaint at appropriate times.
  • We might also, if we judge it appropriate, invite you to discuss your complaint further with us in a meeting or by telephone.
  • We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint.
  • We will aim to do this within 21 working days of the date of our letter of acknowledgement.

What if I am not satisfied with the outcome?

The majority of matters are resolved at this stage.  However, if you remain unhappy you are free to contact us again to set out your concerns and we will then arrange for a further review to take place by one of our complaint handling partners.  We ask that you contact us within 14 working days from the receipt of our investigation response.

We will let you know the result of this review within 14 working days of receiving your request for a review.   At this time we will write to you confirming our final decision on your complaint and explaining the reasons.

If your complaint is not resolved to your satisfaction within 8 weeks of it having been made to us, you may be able to complain to the Legal Ombudsman. This applies if you are an individual, a business with fewer than 10 employees and turnover or assets not exceeding a certain threshold, a charity or trust with a net income of less than £1m, or if you fall within certain other categories (you can find out more from the Legal Ombudsman):

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;


  • No more than one year from the date of the act/omission you are concerned about; or

  • No more than one year from when you should reasonably have known there was cause for complaint

The Legal Ombudsman will look at your complaint independently and it will not affect how we handle your matter.

Solicitors Regulation Authority

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.

Alternative Dispute Resolution

Alternative dispute resolution (ADR) bodies exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.  We have, however, chosen not to adopt an ADR process. If, therefore, you wish to complain further, you should contact the Legal Ombudsman

What will it cost?

We will not charge you for handling your complaint.

Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.

The Legal Ombudsman service is free of charge.