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Noren Family Law’s complaints policy

Here at Noren Family Law we are dedicated in offering our clients a high quality and professional service. If, at any stage you become unhappy with our services then we have a dedicated policy that is committed to working with you to resolve any dissatisfaction that you may have.

If you do become unhappy at any point, then please contact us and we will work with you to resolve matters. The person to contact is the firm’s principal, Gemma Noren. Gemma is responsible for managing all of the firm’s files and for the firm’s client care matters. Gemma can be contacted on the details provided on the firm’s website. You can contact Gemma on the telephone to discuss your complaint first, or alternatively, you can send Gemma your complaint in writing. Gemma has a direct email address and this is gemma.noren@norenfamilylaw.co.uk. All emails are checked daily and as soon as your complaint is received an acknowledgment will be sent to you. This is within 48 hours, which is the firms time period for replying to all emails. You can also send your complaint in writing by post and again upon receipt a formal reply will be sent to you. If your complaint is fully outlined then we will reply to you to advise how we will attend to your complaint. If your complaint needs to be further explained, then we will ask you to do this as we will then be better placed to help you resolve matters. Within the firm’s reply, Gemma will detail this fully. Gemma will also offer you the opportunity of a meeting, for which there are no charges to discuss matters with you. Noren Family Law reassure you that any complaint that is raised does not have any effect on the way that we assist you with your matter.

If you remain unsatisfied with our reply, you can contact the Legal Ombudsman. This is an independent service from the firm. The Legal Ombudsman will ask you to confirm that you have made contact and tried to resolve your complaint with us first. If you would like the contact details for the Legal Ombudsman then you can visit their website at www.legalombudsman.org.uk or contact us and we will provide you with their full contact details.

Noren Family Law is regulated by the Solicitors Regulation Authority (SRA). If you have concerns that remain unresolved then you can contact the SRA.