Complaints about the service you received from one of our panel of family solicitors

Summary

If you have used one of the solicitors on our panel and have a complaint that you haven't received the service we described we would like to hear from you. Here we also explain what you can do if you have a complaint about something else to do with a solicitor on our panel. 1 Introduction 2 You didn’t receive the service we described 3 You are unhappy with the quality of advice you received 4 You are unhappy with the service you had from the solicitor in a further appointment 5 You believe the solicitor broke Resolution’s Code of Practice We are sorry that you are dissatisfied with any area of the service provided. Advicenow and Resolution are committed to excellent service and we aim to resolve any complaints or concerns promptly and fairly. We are monitoring all elements of this service. If you have suggestions for how we could improve this complaints policy, please do contact us. What it is that you want to complain about? Select from the options below. We can investigate concerns and complaints that relate to the service you received from one of our panel of family law solicitors. For example, if the solicitor did not contact you after you requested it, or if the solicitor did.

Key information

• •We will make sure the earliest possible resolution is sought to any concern or complaint and that it provides a fair and appropriate outcome for you, whether by formal or informal methods.
• •We will respond to you in line with the vision, mission and values of Resolution’s Code of Practice, all of which emphasise the need for respect, objectivity, honesty and integrity.
• •We will treat you with respect and fairness, and with due regard to the confidentiality of sensitive or legal information.
• •We will consider each complaint without reference to race, religion, belief, gender reassignment, sex, sexual orientation, disability, marriage and civil partnership, pregnancy and maternity, or age.
• •We will ensure that what we do and the decisions we make are transparent and reasoned and we will promptly inform you, and any others involved, of the progress we make.
• •We will make sure you have the chance to put forward your concerns fully and that you are listened to.
• •We will do all we can to minimise the stress of the process and will offer personal support to you throughout.
• •We will reflect upon, and try to learn from, each complaint so we can continue to promote and encourage high standards of practice within our service.
• •If you have used one of the solicitors on our panel and have a complaint that you haven't received the service we described we would like to hear from you. Here we also explain what you can do if you have a complaint about something else to do with a solicitor on our panel.
• •1 Introduction 2 You didn’t receive the service we described 3 You are unhappy with the quality of advice you received 4 You are unhappy with the service you had from the solicitor in a further appointment 5 You believe the solicitor broke Resolution’s Code of Practice
• •We are sorry that you are dissatisfied with any area of the service provided. Advicenow and Resolution are committed to excellent service and we aim to resolve any complaints or concerns promptly and fairly.

Practical guidance

• •Source: [Complaints about the service you received from one of our panel of family solicitors](https://www.advicenow.org.uk/get-help/family-and-children/divorce-and-separation/complaints-about-service-you-received-one-our-0)

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