Complaints Procedure

Complaints Procedure

The team at Fortis Law see thousands of clients every year and sadly, sometimes, but very rarely a client isn’t entirely satisfied. In the event that you’re not totally satisfied with the service you have received from our team, we would like to hear about it so that we can evaluate matters and improve the service we offer.

Who should you speak to?

If you would like to discuss your complaint with a member of our team, then please contact us on 01543 747010 and ask to speak with Craig Copley. Craig may be able to sort the problem out straight away. If he can’t, he will encourage you to submit a formal complaint.

What is a formal complaint?

We acknowledge that any expression of dissatisfaction deserves looking into and will require a prompt response. If, after speaking to Craig you would like to submit a formal complaint, please put your complaint in writing to Fortis Law, Spear House, Cobbett Road, Burntwood, WS7 3GL for the attention of our Client Care Manager. We would ask that you provide as much information as possible so that we can investigate matters. Please include a case reference, details about what your complaint is, and what you consider to be a satisfactory resolution.

We will send an acknowledgement of your complaint in writing within 14 days. Our Client Care Manager will review matters, and a formal response will be provided with our findings and our suggested resolution with 28 days from receipt of the complaint.

If you are still not satisfied with the outcome of the complaint, you may wish to escalate your complaint to the Directors of Fortis Law. In which instance, a Director will personally look into the nature of your complaint and try their best to resolve it.

If the solution provided by the Director is still not sufficient, you are free to raise your complaint to an independent adjudicator for arbitration.

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