<p> Our Complaints Handling Policy</p><p>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.</p><p>Informal Resolution Process</p><p>We are confident the majority of complaints can be dealt with quickly by an open and constructive discussion. If you are dissatisfied with the service you have received, please first raise your concerns with the person dealing with your matter by telephone or in writing. A Manager will look into the complaint and try to resolve your concerns. </p><p>If that is not possible then please write to our Compliance team at our Cardiff address or by way of email to [email protected] </p><p>Formal Resolution Process</p><p>Stage 1:</p><p>1. We will send you a letter acknowledging receipt of your complaint within four working days of receiving it, enclosing a copy of this procedure. We will arrange for your complaint to be fully investigated.</p><p>2. A detailed written reply to your complaint, including any suggestions for resolving the matter, will be sent to you within ten working days of the date of the acknowledgement letter. </p><p>Stage 2:</p><p>3. If your complaint is still unresolved, you can refer your complaint to our Head of Legal Practice, Sarah Watkins.</p><p>4. Sarah Watkins will review your matter and write to you within 14 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.</p><p>If your complaint is still unresolved, you can then contact the Legal Ombudsman. The contact details are PO Box 6806, Wolverhampton, WV1 9WJ. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final decision on your complaint. For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at www.legalombudsman.org.uk. The email address is [email protected] and overseas callers may telephone on +44 121 245 3050. Minicom 0300 555 1777.</p><p>FMG Legal October 2016</p>