Complaints Procedure

Our complaints procedure

We want to give you the best possible service.  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.

If you have a complaint, please contact us with the details. We ask that you contact your case handler or their supervisor in the first instance. If the issues cannot be resolved we ask that this is escalated to complaints@fs.co.uk or one of the Compliance Team on 01704 546919.
We may ask you to put details of your complaint in writing to enable us to investigate and respond. If we do so, we will send you a letter acknowledging your oral complaint within 5 days of us receiving contact from you, enclosing a copy of this procedure.
We may try to resolve your complaint immediately either in writing or by telephone. If this is not possible, we may take time to investigate and return to you with a written response to your concerns within 14 days of acknowledging your complaint.
If you are still not satisfied, you can then contact the Legal Ombudsman or the Solicitors Regulation Authority at the following addresses:

Legal Ombudsman 0300 555 0333
PO Box 6167
Slough
SL1 0EH
Solicitors Regulation Authority Contact Centre.

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
Visit their website https://www.sra.org.uk to see how you can raise your concerns with them
Tel: 0870 606 2555 or email: contactcentre@sra.org.uk

Address:
The Cube
199 Wharfside Street
Birmingham
B1 1RN