Complaints Procedure

Complaints Procedure

Fortwell Solicitors Ltd

Last updated: 24th February, 2026 

Fortwell Solicitors Ltd is committed to providing high quality legal services. If you are dissatisfied

with any aspect of our service, we encourage you to raise your concerns with us so that we can

address them promptly and fairly.

1. How to Make a Complaint

If you wish to make a complaint, please contact us in writing at:

Email: [email protected]

Or write to: [Insert Registered Office Address]

Please provide:

• Your name and contact details

• A description of your complaint

• Any relevant documents or information

2. What Happens Next

We will:

• Acknowledge receipt of your complaint within 7 days

• Investigate your complaint objectively and fairly

• Provide a written response setting out our findings

We aim to provide a full written response within 8 weeks of receiving your complaint.

If we are unable to resolve the matter within that timeframe, we will explain the reason for the delay

and provide an updated timescale.

3. Legal Ombudsman

If you are not satisfied with our final response, or if 8 weeks have passed since your complaint was

made, you may refer your complaint to the Legal Ombudsman.

The Legal Ombudsman investigates complaints about legal service providers.

Contact details:

Legal Ombudsman

PO Box 6167Slough

SL1 0EH

Telephone: 0300 555 0333

Website: www.legalombudsman.org.uk

You must refer your complaint to the Legal Ombudsman:

• Within 6 months of receiving our final written response, and

• No later than 1 year from the date of the act or omission being complained about, or

• No later than 1 year from the date you should reasonably have known there was cause for

complaint.

4. Regulatory Concerns

The Solicitors Regulation Authority regulates solicitors in England and Wales.

If your concern relates to professional misconduct or regulatory issues, you may report this directly

to:

Solicitors Regulation Authority

www.sra.org.uk

The SRA does not usually deal with complaints about service, which are handled by the Legal

Ombudsman.

5. Commitment to Fair Resolution

We take all complaints seriously and will investigate them thoroughly, impartially and in accordance

with our professional obligations.

Making a complaint will not affect how we handle your legal matter.