Regulatory Information

Inspire Family Solicitors & Mediators Limited t/a Inspire Family Law

Registered in England & Wales under company number 7548994

Registered Office: Inspire House, 83-85 Crane Street,, Salisbury, Wiltshire, SP1 2PU

Authorised and regulated by the Solicitors Regulation Authority under number 558943

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.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority can help you 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.

You can raise your concerns with the Solicitors Regulation Authority.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint

and

  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Complaints Procedure

At Inspire we are committed to providing a high-quality legal service to all our clients.  When something goes wrong, we need you to tell us about it. This will help us to improve our standards.  

A complaint would include if you are unhappy about the level of service the firm provided, that you are unhappy with the way in which your case was handled by the person with conduct of your matter or that the charges made were incorrect.

If you have a complaint, please send a letter or email to us detailing your concerns.

What will happen next?  

  1. Caroline Frost will deal with your complaint in the first instance. Caroline will acknowledge receipt of your complaint within three days of receiving it.  She will enclose a copy of this procedure and will ask you to confirm or explain the detail of your complaint.
  2. Caroline will then investigate your complaint.  She will review your matter file and speak to any other member of staff who dealt with this matter for you.
  3. Within 14 days of sending you an acknowledgment letter, Caroline will send you a detailed written reply to your complaint, including her suggestions for resolving the matter.
  4. Within 14 days of receipt of Caroline’s reply to your complaint, if you are not satisfied with Caroline’s response you may request a meeting with Caroline to review her response to your complaint and hopefully resolve the matter.  Within seven days of this meeting, Caroline will write to you to confirm the outcome of this meeting, her final position on your complaint and to detail any solution she has agreed with you.

If you are still not satisfied, you are able to raise your complaint with a) for Mediation matters, with Resolution: Complaints Department, Central Office, PO Box 302, Orpington, Kent BR6 8QX or b) The Legal Ombudsman (LeO) who can be contacted as follows: PO Box 6806, Wolverhampton WV1 9WJ, Tel: 0300 5550333, Web: www.legalombudsman.org.uk .  Please note that there are time limits for submission of a complaint to LeO.  Leo will accept a complaint made within 6 years of the act or omission giving rise to the complaint, or within 3 years of you being reasonably aware of the complaint, this time limit being applicable after 6th October 2010.  Where the act or omission took place prior to 6th October 2010, the complaint must be raised with LeO within 3 years of when you should have been reasonably aware of the complaint.   In addition you must raise the complaint within 6 months of the final response under our internal complaints procedure.

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Everything was perfect.

- Mediation client

I am so glad that you recommended collaborative. My ex-wife and I are still able to speak civilly and this is in no small way down to your handling of our case.

- Collaborative client

Solicitors that are sensitive to the emotions around the situation and really understand.

- Divorce client

Thank you for everything.  You made life much easier.

- Mediation Client

The moment I stepped through the door I was instantly made to feel calmer in a stressful situation.

- Divorce and Finances client

Service was excellent from day one and you made a difficult and stressful task bearable.

- Finances client

I would just like to thank you for your assistance and tell you how brilliantly I think you dealt with both me and the case.

- Children client