We are committed to providing a high-quality legal service to all our clients. 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. This will help us to continually improve our overall standards.

We understand we don’t always get things right every time and sometimes clients feel it necessary to raise a complaint. We take every complaint we receive from a client very seriously. Below we have provided contact details should you wish to raise a complaint, details of our complaints process as well as other helpful information about timings and the regulatory bodies that oversee our complaints process.

Informal Resolution Process

We are confident the majority of complaints can be dealt with quickly by an open and constructive discussion. If you are dissatisfied with the service you have received, please first raise your concerns with the person dealing with your matter by telephone or in writing. A manager will look into the complaint and try to resolve your concerns.

If that is not possible then please write to our Compliance Team at our Cardiff address or by way of email to complaints@fmglegal.new-law.co.uk

Formal Resolution Process

Stage 1:

1. We will send you a letter acknowledging receipt of your complaint within four working days of receiving it, enclosing a copy of this procedure. We will arrange for your complaint to be fully investigated.

2. A detailed written reply to your complaint, including any suggestions for resolving the matter, will be sent to you within ten working days of the date of the acknowledgement letter.

Stage 2:

3. If your complaint is still unresolved, you can refer your complaint to our Head of Legal Practice, Sarah Watkins.

4. Sarah Watkins will review your matter and write to you within 14 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

If your complaint is still unresolved, you can then contact the Legal Ombudsman. The contact details are PO Box 6806, Wolverhampton, WV1 9WJ.

Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final decision on your complaint. For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at www.legalombudsman.org.uk. The email address is enquiries@legalombudsman.org.uk and overseas callers may telephone on +44 121 245 3050. Minicom 0300 555 1777.

What To Do If We Cannot Resolve Your Complaint

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.


  • No more than six years from the date of act/omission; or
  • 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.

Contact Details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm

Email: enquiries@legalombudsman.org.uk

Address: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Dispute Resolution

Alternative complaints bodies such as Small Claims Mediation exist which are competent to deal with complaints about legal services should both you and our firm wish to use the scheme.

The website for Small Claims Mediation is www.small-claims-mediation.co.uk

We do not agree to use Small Claims Mediation. This is because we consider the service offered by the Legal Ombudsman to be the most appropriate means of resolving any dispute.  However if you would like to make representations as to why we should use Small Claims Mediation on this occasion then you may do so.

We will not consider using Small Claims Mediation if the matter has already been dealt with by the Legal Ombudsman.

Solicitors Regulation Authority

The Solicitors Regulation Authority can help you if you are concerned about our conduct.

You can raise your concerns with the Solicitors Regulation Authority directly at  www.sra.org.uk/consumers/problems/report-solicitor.page