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 investigated and any necessary action taken to resolve it to your satisfaction.

Set out below are our procedures for dealing with any concerns.

Clients: If you are not a client of the firm, then a different process applies. Other parties to 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.

Non-clients:  Our approach to any expressions of dissatisfaction, whomever they come from, is to treat them seriously and respond to them promptly, initially by acknowledgement and, following investigation, by a single explanatory response within a reasonable time. We shall not accept or agree any obligation to share information confidential to the firm, its clients or personnel, or to revisit or repeat a response or explanation once provided.

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