Complaints
If you are dissatisfied with the service we provide initially, please contact us directly at 01204323997 and raise your concerns with your designated personal contact. Should your issues remain unresolved, you can email us at help@fnklegal.com we will acknowledge your matter within 48 hours from Monday to Thursday, between 9 am and 5 pm. For matters raised on Friday, we will respond by the following Tuesday, before 5 pm. If we are unable to acknowledge within this timeframe, we will strive to reply as promptly as possible. Please title in the subject “complaint”, if you don’t do this it will not be treated as a complaint.
Our aim is to address any complaint in a timely manner and to your satisfaction.
If you are not satisfied with the response, you have the option to escalate the matter to the principal solicitor of the firm, Mrs. Farah Khan, by sending a written letter to the firm’s address at miller house, 47-49 Market Street, Farnworth, Bolton, BL4 7NS, or email at f.khan@fnklegal.com. Please allow 7 days for us to acknowledge this matter and an additional 14 days for a written response. To expedite the process, please provide as much relevant information as possible in your letter to facilitate a swift resolution.
We take complaints seriously and strive for a prompt resolution that satisfies both parties.
If we do not receive a reply to our letter within 21 days, we will temporarily suspend the complaint for an additional 21 days. At that point, we will notify you that the complaint is in a suspended state. If we do not hear back from you within the following 21 days, we will permanently close the complaint, considering it satisfied and settled.
We aim to provide a final response to your complaint within 14 days. If we are unable to meet this timeframe, we will inform you of the reason for the delay and provide an estimated update on your complaint.
If your complaint involves an individual within our firm or team, that person will not be involved in the investigation or decision-making process regarding your complaint.