At Frantz Gregory & Co, we are committed to providing a high-quality legal service to all our clients. If something goes wrong, we encourage you to let us know  your feedback helps us to improve our standards.

We aim to resolve all complaints fairly, promptly, and efficiently. Under current regulations, we have up to eight weeks to respond to a complaint. If we have not resolved it within that time, you may refer the matter to the Legal Ombudsman.

How to Make a Complaint

If you have a complaint, you may initially wish to raise the issue directly with the person handling your matter. If you feel unable to resolve the issue this way, or are dissatisfied with the response, please raise your complaint with our designated Complaints Handler:

Dr Frantz Gregory
Client Care Director
Frantz Gregory & Co

If your complaint concerns Dr Frantz Gregory, the same procedure below will be followed, with another suitable senior member handling the matter.
We encourage complaints to be made in writing, clearly outlining the details of your concerns.

Our Complaints Handling Process

Step 1: Acknowledgement and Registration

• We will record your complaint in our central complaints register within three working days of receipt.
• If referred to the Complaints Handler, we will also open a separate complaint file.
• You will receive a written acknowledgement of your complaint within three working days and may be asked to confirm or clarify any details.

Step 2: Investigation

• The Complaints Handler will:
  – Request relevant case files and a written response from the person involved within five working days.
    – Review the materials and, if necessary, speak with the staff member concerned. This stage will usually be completed within three working days of receiving all documentation.

Step 3: Initial Response

• Within three working days of completing the investigation, the Complaints Handler will write to you with their preliminary findings.
• You will be invited to a meeting to discuss the outcome and explore a resolution.

Step 4: Final Response

• If you prefer not to meet, you may comment in writing on the findings.
• Following this, a detailed final response will be sent to you within five working days, including the outcome and any suggested steps for resolution. 

Step 5: Review (if necessary)

• If you remain dissatisfied with the outcome:
  – Another partner at the firm, not previously involved, will review the complaint within 10 working days; or
  – An external, independent lawyer may be asked to review the matter. We will inform you of expected timelines if this occurs.
• We will confirm the result of any review and our final position on your complaint within five working days of completing the review.

If We Cannot Resolve Your Complaint

If we are unable to resolve your complaint, you may refer to the Legal Ombudsman, who provides an independent and impartial service.
You must refer your complaint to the Legal Ombudsman:

• Within six months of receiving our final response, and
• No more than six years from the date of the issue complained about, or
• No more than three years from when you became aware that there was cause for complaint.

Legal Ombudsman Contact Details

Website: www.legalombudsman.org.uk

Phone: 0300 555 0333 (Monday to Friday, 9am–5pm)

Email: enquiries@legalombudsman.org.uk

Post: PO Box 6806, Wolverhampton, WV1 9WJ

Additional Information

If we are unable to meet the timescales outlined above, we will notify you and explain the reason for the delay.
If you have personal circumstances (e.g. accessibility needs) that may affect your ability to engage with our complaints procedure, please let us know — we will do our best to make appropriate adjustments.
We value all our clients and are committed to handling your concerns with seriousness, respect, and fairness.