• A reputation for professional excellence with integrity

    A reputation for professional excellence with integrity

  • Accurate understanding and technical analysis

    Accurate understanding and technical analysis

  • National and International Experience

    National and International Experience

  • 34 years in private legal practice

    34 years in private legal practice

  • A focus on events and consequences, not gossip

    A focus on events and consequences, not gossip

  • Helping lawyers, brokers, accountants, surveyors and other professions

    Helping lawyers, brokers, accountants, surveyors and other professions

  • There when you need him

    There when you need him

Client Care

Client Care (Complaints)

At F Mike Willis Ltd we aim to provide the highest standards of service to our clients and to operate our business to the professional standards which others affected by our conduct have the right to expect.

Dealing effectively with any concerns is part of that service. If you believe our service to you as a client has fallen below these standards we want you to raise the matter so that it can be thoroughly investigated and any necessary action taken to resolve it to your satisfaction.

Set out below are our procedures for dealing with any concerns. They apply only to our clients. If you are not a client of the firm, then a different process applies. Other parties to litigation or other dispute resolution procedures in which one of our clients is a party should usually raise the matter in the relevant proceedings. Otherwise please see the final section below.

Please raise any concerns with Mike Willis, providing full details of your concerns on the telephone or, if you prefer, at a meeting. We will take a careful note, and do our best to investigate your concern; ensure that any necessary remedial action is taken as quickly as possible; and keep you informed of our investigation and the action being taken.

Failing an early resolution you may express your complaint more formally by letter or email. We will acknowledge your complaint within 3 working days and provide a substantive response within 14 working days. We may ask to meet with you if it appears that this may help resolve your concerns.

We will record on a database the nature of your complaint, our investigation of it and the remedial action taken and you may also wish to make your own written record of events. You may be asked to confirm in writing if the complaint has been satisfactorily resolved.

If after we have done everything we can to resolve matters ourselves, you are still not satisfied, or at any stage if you prefer, you can contact the Legal Ombudsman if you are an individual or represent a small business, charity or trust. Normally, you will need to bring a complaint to the Legal Ombudsman within 6 months of receiving a final written response from us about your complaint. If you are not sure whether the Legal Ombudsman is able to help you, please contact him at:

Address: PO Box 6806, Wolverhampton, WV1 9WJ

Phone: 0300 555 0333

email: enquiries@legalombudsman.org.uk

website: www.legalombudsman.org.uk

Procedure for Non-clients

If you are not a client we will only be able to deal with your complaint if you are alleging that we have acted in breach of the principles or outcomes provided for in the SRA Code of Conduct. If the breach is, in our opinion, self-evident we will not seek further clarification, but if not, we will ask you to specify the alleged breach before we deal with your complaint. Please send your complaint for the attention of Mike Willis. We will tell you as soon as reasonably possible if we consider that we agree there has been a breach and apologise if so. The Solicitors Regulation Authority (SRA) deal with cases where firms or those they regulate have breached the outcomes and principles in the SRA Code of Conduct. If you consider that the firm or anyone regulated by the SRA has breached a principle or outcome, you can report this to the SRA.

Solicitors Regulation Authority

Address: The Cube, 199 Wharfside Street, Birmingham B1 1RN

Phone: 0870 606 2555 (inside the UK), 09.00 to 17.00, Monday to Friday

Email: info.services@sra.org.uk

You will find the Code of Conduct at http://www.sra.org.uk/solicitors/handbook/code/content.page

Professional Risk Expertise

Mike Willis has worked with a diverse range of professions including...

The FMWL Approach …

  • Accurate understanding and technical analysis;
  • Focus on duty, causal event(s) and consequences; not gossip…
  • Sensitive but objective empathy;
  • Overarching commerciality; and
  • Clear aims, with vision where necessary to explore indirect routes to solutions.