Complaints Procedure

Our commitment to quality

We are totally committed to providing you with an excellent service. If you think we have fallen short of our own high standards and you wish to make a complaint about any aspect of our service (including our charges), please make your concerns known to the person who has been advising you. They will then try to resolve the issue as quickly as possible.

If you are unhappy with the response received, you may lodge a formal complaint to Charlotte Fogg either by post or via email m.fogg@mariafoggfamilylaw.co.uk with the details.

  1. A letter will then be sent to you acknowledging receipt of your complaint and asking you to confirm or explain the details you have set out. You will also be advised of the name of the person who will be dealing with your complaint. You can expect to receive our letter within 10 working days of us receiving your complaint.
  2. Your complaint will be recorded in our central register and a separate file will be opened for your complaint. This will be done within 10 working days of receiving your complaint.
  3. Your reply to our opening letter will be acknowledged and we will advise you of the continuing procedure. You can expect this to be within 10 working days of your reply.
  4. An investigation into your complaint will then commence. This will normally involve the following steps.

a. Your complaint will be passed to Charlotte Fogg, within 5 working days.

b. She will ask the member of staff who acted for you for their reply to your complaint, to be received within 10 working days.

c. Their reply, along with the information in your complaint file will then be examined and if necessary, Charlotte Fogg may also speak to them. This will take up to 10 working days from receiving their reply and the file. 

  1. Charlotte Fogg will then send you a detailed reply to your complaint. This will include her suggestion for resolving the matter. She will do this within 8 weeks of acknowledging your complaint. 
  2. If the above is not acceptable then the client can appeal in writing to Charlotte Fogg to review any new evidence the client may have. 

If we have to change any of the time scale above, we will let you know and explain why

Finally, if at the end of our in-house procedures you are still unhappy with our final response, you have the right to take your complaint to the Legal Ombudsman. You can write to the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ. The telephone number is 0300 555 0333. You can also make contact via email at enquiries@legalombudsman.org.uk.

Ordinarily, you cannot use the Legal Ombudsman’s services unless you have first used our complaints procedure.  Generally, your complaint should be reported to the Ombudsman within 6 months of you receiving our final response. 

If you are concerned regarding our behaviour (either a breach of a Principle of the SRA Standards and Regulations 2019 and/or Allegations of dishonesty or discrimination) you can raise your concerns with the Solicitors Regulation Authority. Visit their website to see how to raise your concerns at SRA Consumers Problems – Report Solicitor or contact the SRA at 

Solicitors Regulation Authority
The Cube
199 Wharfside Street
Birmingham
B1 1RN
Tel : 0370 606 2555