Family Law Service
Last updated: January 2026
Family Law Service aims to provide a high standard of service at all times. We understand that sometimes things may not go as expected, and we take all complaints seriously. This policy explains how to raise a complaint, what will happen next, and the options available to you if you remain unhappy after our internal process has concluded.
How to make a complaint
If you are unhappy with any aspect of our service, please contact us as soon as possible so we can try to resolve the issue promptly.
Complaints must be made within 6 months of the service being provided.
Complaints should be made in writing, either by email or letter, and should include:
- Your full name
- Your reference number (if known)
- A clear description of your complaint
- What outcome you are seeking
Contact details:
Email: hello@familylawservice.
Post:
Family Law Service
Family Legal Ltd
Access Business Centre
Willoughby Road
Bracknell
RG12 8FB
Our internal complaints process
1. Acknowledgement
We will acknowledge your complaint within 5 working days of receipt.
2. Investigation
Your complaint will be reviewed by a senior member of our team who was not directly involved in the matter, where possible.
3. Response
We aim to provide a full written response within 28 days. If the matter is complex and requires more time, we will keep you informed.
4. Final outcome
Our response will explain our findings, any action taken, and whether any remedy is offered.
Complaints about family mediation services
Where your complaint relates to family mediation services provided by a family mediator, and you have completed our internal complaints process but remain dissatisfied, you may escalate your complaint to:
Family Mediation Standards Board (FMSB)
This applies only to complaints about the conduct or professional standards of a family mediator carrying out a regulated mediation service.<.p> Please note that the FMSB will normally require evidence that our internal complaints process has been completed before they will review your complaint. The complaint must be raised within 6 months of your mediation completing. They can be contacted here.
Complaints about legal advice or solicitor-drafted consent orders
If your complaint relates to:
- Legal advice provided by a solicitor, or
- A Premium Consent Order drafted by a solicitor
Once you have completed our internal complaints process and/or the solicitor's own complaints procedure (including DFA Law LLP where applicable), you may be entitled to raise the complaint with:
Solicitors Regulation Authority (SRA)
The SRA regulates solicitors and law firms in England and Wales. They do not usually resolve fee disputes but may investigate issues relating to professional conduct. They can only look at complaints once our internal process has been completed and the complaint is in relation to a solicitor (not a paralegal or McKenzie Friend). They can be contacted here.
Complaints about non-regulated services
The following services provided by Family Law Service are not regulated legal services:
- Clean-break fixed-fee consent orders (non-solicitor drafted)
- Document completion services
- Case reviews
- Court preparation support
- Services provided by paralegals or McKenzie Friends
Complaints relating to these services cannot be escalated to a legal regulator.
If you remain dissatisfied after completing our internal complaints process, your options are limited to:
- Your statutory consumer rights under UK consumer law
- Alternative dispute resolution or civil remedies where applicable
What this policy does not cover
This complaints policy does not cover:
- Dissatisfaction with court decisions
- Outcomes that differ from expectations where the service was delivered as agreed
- Disagreement with legal information where no legal advice was provided
Our commitment
We are committed to learning from complaints and using feedback to improve our services. Raising a complaint will not affect your access to our services or how you are treated by our team.
If you are unsure whether your concern falls under this policy, please contact us and we will be happy to advise.