Complaints

Furley Page Solicitors is committed to high quality legal advice and client care.

If you are unhappy about any aspect of the service you have received or are unhappy about your bill, in the first instance please contact your usual Furley Page representative, who will discuss the complaint with their Head of Department and/or the Furley Page Complaints Partner as appropriate.

Alternatively you can submit a written complaint and send by email to: info@furleypage.co.uk or by post to our Canterbury office:

Furley Page LLP
39 St Margaret’s Street
Canterbury
Kent
CT1 2TX

We have a procedure in place which details how we handle complaints which is available by writing to us at:

• 39 St Margaret’s Street, Canterbury, CT1 2TX, Kent
• Or by emailing: info@furleypage.co.uk

In the first instance your complaint should be directed to the fee earner dealing with the matter.

Please note that complaints should be made within 6 years of the act/omission about which you are complaining, or within 3 years of when you knew / ought to have known that there was reasonable cause for complaint.

We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

If you are not satisfied with our handling of your complaint, you can ask the Legal Ombudsman to consider the complaint.

Contact details of the Legal Ombudsman are:

http://www.legalombudsman.org.uk/

Legal Ombudsman
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH

Email: enquiries@legalombudsman.org.uk

Tel: 0300 555 0333

Normally you will need to bring a complaint to the Legal Ombudsman :-

1. within six months of receiving a final written response from us about your complaint; or
2. within one year of the act or omission about which you are complaining occurring; or
3. if outside of these periods, within one year of when you should reasonably have been aware there was cause for complaint.

The Legal Ombudsman do, however, accept complaints late where they consider it fair and reasonable to do so.

You also have the right to complain to the Solicitors Regulation Authority if your complaint refers to our conduct rather than our service.

Solicitors Regulation Authority can be contacted at:

The Cube
199 Wharfside Street
Birmingham
B1 1R

Email: contactcentre@sra.org.uk

Tel: 0370 606 2555

Download a copy of Furley Page Complaints Policy >>

Civil Mediation Council (CMC) complaints procedure

In respect of complaints in relation to a member of our staff acting as a Civil mediator we confirm the following:

1. All complaints will be acknowledged in writing within 5 working days of receipt of the written complaint.
2. All complaints will be investigated and responded to within 21 working days of receipt. Please note that on occasions further time may be required, and if that is the case the complainant will be notified of this in writing.
3. If the response is not accepted, the complainant can appeal to the CMC on certain grounds.

• Details of the CMC’s appeal processes can be found here: Complaints — Civil Mediation https://civilmediation.org/complaints/
• To appeal please contact the CEO via secretariat@civilmediation.org

Download a copy of Civil Mediation Council (CMC) Complaints Procedure >>