Specialists in Family Law

Head Office, Ascot, Berkshire, SL5 7BE; Tel: 07936 250644

CONSULTATIONS ARE BY APPOINTMENT ONLY, REMOTELY, via ZOOM or MS TEAMS.
PLEASE DO NOT ATTEND ADDRESS.

Our business hours are: Monday - Friday 9am-6pm; Saturdays 9am-3pm and Sundays 12-2pm.

Our insurance cover includes: Professional Indemnity & Commercial Legal Protection

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CONTACT FAMILY LAW CLINIC

BY EMAIL TO . . .

We have two options for you to make email enquiries.

If you want to contact us concerning Sales, service or an initial email consultation then please click below. The subject in your email to us will automatically be set to 'Sales/Service/Initial email consultation':

Email us

if you have any difficulty please copy the address below and paste into the To: section of your email:

familylawclinic@btinternet.com

OR . . . CALL/TEXT TO HEAD OFFICE



Please use our Head Office number, 07936 250644 to call us or to send a text enquiry.

.
WhatsApp Or, send a confidential message on WhatsApp to
07936250644


IMPORTANT NOTICE!
IF YOU HAVE NOT RECEIVED A REPLY FROM US WITHIN 24 HOURS OF EMAILING US, IT MEANS WE MAY NOT HAVE RECEIVED YOUR EMAIL. SO, PLEASE TEXT US YOUR NAME WITH THE FOLLOWING COMPLAINT MESSAGE, TO: 07936 250644 AND WE WILL GET BACK TO YOU IMMEDIATELY: "COMPLAINT: PLEASE REPLY TO MY EMAIL ENQUIRY WHICH I SENT YOU ON........!!'

PAYING FOR OUR SERVICES

We accept payment to 'FAMILY LAW CLINIC LTD', made by bank transfer to our business bank account.

We do not accept cards or cheques, and prefer not to accept cash.

Alternatively, you can pay at your own bank, in person, taking a copy of our invoice with you.

(T & Cs apply.)

Full T & C's for Discounted Package Offers is published on our Terms and Conditions page here.)
UNABLE TO ATTEND AN APPOINTMENT

Cancellation Policy:
 We welcome courteous clients, and will go out of our way to help you at all times.  Please provide your adviser with at least 24 hours notice if you cannot attend your consultation.  Your adviser will then offer you a new day and time, and be able to re-schedule their diary for you and other clients. 


Cancellations/non-attendance without notice: 
Unless you have an emergency and contact us immediately, we charge a £70 penalty fee for an appointment which is not attended and no prior notice by way of cancellation is given, unless the appointment is re-booked by the client and attended within 5 days, in which case the £70 penalty is waived.
WHAT TO EXPECT - AND HOW TO COMPLAIN
SERVICE LEVELS

These are the service levels that clients can expect to receive from all lay legal advisers:

.Reliability - Up-to-date, appropriate information and advice
.Communication - Response to all email/phone messages within 24 hour
.Efficiency - Work completed correctly within 7 days
.Honesty and integrity* - To be invoiced for the correct amount
.Professionalism - courtesy. respect, confidentiality always
.Punctuality - arriving at appointments or Courts in good time & prepared
.Performance - issues promptly processed, addressed & resolved
COMPLAINTS
Where clients feel their lay adviser has not met these service levels and are not fully satisfied,please email Head Office by clicking the envelope. The subject of the mail will automatically be set to, 'Service Levels Complaint':

Head Office will acknowledge, process and address complaints within 21 days.

Our consultants are prohibited from accepting or instructing clients to pay them personally.  All client payments are payable to the 'Family Law Clinic' only. 

If one of our consultants asks you to pay them personally or does not immediately provide you with one of our standard Company Invoices in receipt of payment, you must report them immediately to Head Office.

If you would like advice concerning Service Levels Complaints we have a pdf document that you can read online or download to read whenever you want.
Click below to read now:
 or click below to download.
© 2006-2024 Family Law Clinic Ltd and Nicola Matheson-Durrant. All rights reserved.
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