I wish to Complain

We are sorry that you feel you need to raise a complaint.

Please contact us using the email link below setting out your details, and the reasons for your complaint. Please upload any documents that you would like us to consider.

Upon receipt of your complaint, we shall investigate and respond to your complaint in accordance with our policy set out below.

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Fletcher Hixon Limited - Complaint Policy/Procedure

1. Purpose

The purpose of this policy is to ensure that all complaints are handled fairly, consistently, and promptly. This policy aims to provide a clear process for addressing complaints and to ensure that all complaints are resolved in a timely and satisfactory manner.

2. Scope

This policy applies to all employees, contractors, and clients of Fletcher Hixon Limited. It covers all complaints related to the services provided by the company.

3. Policy Statement

Fletcher Hixon Limited is committed to providing high-quality legal services to its clients. We value feedback and are dedicated to resolving complaints in a fair and timely manner. This policy outlines the process for submitting, handling, and resolving complaints.

4. Complaint Submission

Complaints can be submitted in writing, by email, or by phone. All complaints should include the complainant's name, contact details, and a detailed description of the complaint

5. Complaint Handling

Upon receipt of a complaint, we will acknowledge the complaint within 5 business days. The complaint will be reviewed by the Company Directors, and a response will be provided within 20 business days. If the complaint requires more time to resolve, the complainant will be informed of the delay and the expected resolution date.

6. Resolution and Follow-Up

Once a complaint has been resolved, we will follow up with the complainant to ensure that they are satisfied with the outcome. If the complainant is not satisfied, the complaint will be escalated to senior management for further review.

7. Record Keeping

All complaints and their resolutions will be documented and kept on file for a minimum of 5 years. This information will be used to improve our services and prevent similar complaints in the future.

8. Review of Policy

This policy will be reviewed annually and updated as necessary to ensure its effectiveness and compliance with relevant laws and regulations.