{"id":36323,"date":"2025-03-04T09:55:22","date_gmt":"2025-03-04T09:55:22","guid":{"rendered":"https:\/\/fcos.co.uk\/?page_id=36323"},"modified":"2025-03-04T20:36:09","modified_gmt":"2025-03-04T20:36:09","slug":"complaints-procedure","status":"publish","type":"page","link":"https:\/\/fcos.co.uk\/ro\/complaints-procedure\/","title":{"rendered":"PROCEDURA DE RECLAMA\u021aI"},"content":{"rendered":"

How to Make a Complaint<\/strong><\/h2>\n

We aim to provide excellent service. If you’re dissatisfied, you can complain in writing (letter, fax, or email) or by telephone.<\/p>\n

    \n
  1. Contact the case handler:<\/strong> First, contact the person working on your case to discuss your concerns. We will do our best to resolve any issues.<\/li>\n
  2. Contact the supervisor:<\/strong> If you can’t discuss your concerns with the case handler, or if you’re unsatisfied with their response, contact the person supervising your matter (named in your client care letter).<\/li>\n
  3. Contact the Complaints Officer:<\/strong> If you’re still unsatisfied, contact Mihaela Padure, who has overall responsibility for complaints: mihaela.padure@fcos.co.uk.<\/li>\n<\/ol>\n

    To help us understand and address your complaint, please provide:<\/p>\n

      \n
    • Your full name and contact details (preferred contact method).<\/li>\n
    • The details of your complaint.<\/li>\n
    • The remedy you seek.<\/li>\n
    • Your reference number (if known, from the top right of our letters).<\/li>\n<\/ul>\n

      How We Will Handle Your Complaint<\/strong><\/h4>\n
        \n
      1. Acknowledgement:<\/strong> Within 2 working days, we will acknowledge your complaint in writing and provide a copy of this policy.<\/li>\n
      2. Investigation:<\/strong> We will investigate your complaint by:\n
          \n
        • Reviewing your complaint.<\/li>\n
        • Reviewing your files and relevant documentation.<\/li>\n
        • Liaising with the case handler.<\/li>\n<\/ul>\n<\/li>\n
        • Further Information:<\/strong> We may request further information or documents from you.<\/li>\n
        • Updates:<\/strong> We will update you on the progress of your complaint at appropriate times.<\/li>\n
        • Discussion:<\/strong> We may invite you to a meeting or discuss the matter by phone. You are not obligated to attend a meeting.<\/li>\n
        • Resolution:<\/strong> We will write to you at the end of our investigation, explaining what we have done and our proposed resolution, ideally within 21 days of acknowledging your complaint.<\/li>\n<\/ol>\n

          If You Are Unsatisfied<\/strong><\/h4>\n
            \n
          • Legal Ombudsman:<\/strong> If we cannot resolve your complaint within eight weeks, you can contact the Legal Ombudsman. They are an independent body.\n
              \n
            • Complaints must usually be made within six months of our final written response.<\/li>\n
            • Complaints must usually be made within one year of the act\/omission, or within one year from when you should have known about the grounds for complaint.<\/li>\n
            • Contact details:\n
                \n
              • Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH<\/li>\n
              • Email: enquiries@legalombudsman.org.uk<\/li>\n
              • Phone: 0300 555 0333 (9:00 \u2013 17:00)<\/li>\n
              • Website: https:\/\/www.legalombudsman.org.uk\/<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n
              • Solicitors Regulation Authority:<\/strong> You can raise concerns about our behavior (e.g., mishandling money, unfair treatment) with the Solicitors Regulation Authority. Visit their website for details.<\/li>\n<\/ul>\n

                Fees<\/strong><\/h4>\n

                There is no charge for filing a complaint. However, please note that unpaid bills may accrue interest, as explained in our Terms of Business. This does not affect your right to complain.<\/p>\n<\/div><\/div><\/div><\/div><\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":3,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-36323","page","type-page","status-publish","hentry"],"yoast_head":"\nComplaints Procedure - FCOS<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/fcos.co.uk\/ro\/complaints-procedure\/\" \/>\n<meta property=\"og:locale\" content=\"ro_RO\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints Procedure - FCOS\" \/>\n<meta property=\"og:url\" content=\"https:\/\/fcos.co.uk\/ro\/complaints-procedure\/\" \/>\n<meta property=\"og:site_name\" content=\"FCOS\" \/>\n<meta property=\"article:modified_time\" content=\"2025-03-04T20:36:09+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Timp estimat pentru citire\" \/>\n\t<meta name=\"twitter:data1\" content=\"7 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/fcos.co.uk\\\/complaints-procedure\\\/\",\"url\":\"https:\\\/\\\/fcos.co.uk\\\/complaints-procedure\\\/\",\"name\":\"Complaints Procedure - 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