Feedback
Compliments and complaints.
Feedback helps us hold ourselves to the standard we promise. If we have done well, tell us. If we have fallen short, tell us that too — we will take it seriously and act on it.
Compliments
If a member of our team has made a real difference to your case, or if there is something about our service you particularly value, we would be glad to hear it. Compliments help us recognise good work and maintain our standards.
Send a complimentComplaints
We are committed to resolving complaints fairly, promptly, and without defensiveness. Our complaints process has two stages:
Stage 1 — Informal resolution
Raise the issue with us directly — through our enquiry form or by email at enquiries@fiatjustitia.co.uk — describing what went wrong and what outcome you would like. Many concerns can be resolved at this stage.
Stage 2 — Formal review
If you are not satisfied with our response, you can ask for a formal review. We will review your complaint afresh — independently of the person complained about — and give you a written outcome with reasons.
If you are still not satisfied
Because we are not a regulated law firm, we are not subject to the Legal Ombudsman scheme. However, you may escalate concerns to the Information Commissioner's Office (ICO) for data protection matters, or to Trading Standards for consumer matters. We will always tell you clearly which body, if any, can consider your specific complaint.
Complaints about the conduct of an engagement are also governed by your written engagement letter, which sets out the full terms.