Complaints Policy

Last updated: January 2026

ConsentOrder.org.uk (operated by Family Legal Ltd trading as Family Law Service) aims to provide a high standard of service at all times. We understand that sometimes things may not go as expected, and we take all complaints seriously. This policy explains how to raise a complaint, what will happen next, and the options available to you if you remain unhappy after our internal process has concluded.

How to make a complaint

If you are unhappy with any aspect of our service, please contact us as soon as possible so we can try to resolve the issue promptly.

Complaints must be made within 6 months of the service being provided.

Complaints should be made in writing, either by email or letter, and should include:

• Your full name
• Your reference number (if known)
• A clear description of your complaint
• What outcome you are seeking

Our internal complaints process

1. Acknowledgement

We will acknowledge your complaint within 5 working days of receipt.

2. Investigation

Your complaint will be reviewed by a senior member of our team who was not directly involved in the matter, where possible.

3. Response

We aim to provide a full written response within 28 days. If the matter is complex and requires more time, we will keep you informed.

4. Final outcome

Our response will explain our findings, any action taken, and whether any remedy is offered.

Complaints about Premium Consent Orders (solicitor-drafted)

If your complaint relates to a Premium Consent Order drafted by a solicitor, once you have completed our internal complaints process and/or the solicitor’s own complaints procedure (including DFA Law LLP where applicable), you may be entitled to raise the complaint with:

Solicitors Regulation Authority (SRA)

The SRA regulates solicitors and law firms in England and Wales. They do not usually resolve fee disputes but may investigate issues relating to professional conduct. They can only look at complaints once our internal process has been completed and the complaint is in relation to a solicitor (not a paralegal).

Complaints about £499 Clean Break Consent Orders (non-regulated service)

Our £499 Clean Break Consent Order service is drafted by experienced paralegals and is not a regulated legal service. This service includes:

• Clean break fixed-fee consent orders
• Form A (Notice of Application)
• Form D81 (Statement of Information)
• Document completion services

Complaints relating to these services cannot be escalated to a legal regulator such as the SRA.

If you remain dissatisfied after completing our internal complaints process, your options are limited to:

• Your statutory consumer rights under UK consumer law
• Alternative dispute resolution or civil remedies where applicable

What this policy does not cover

This complaints policy does not cover:

• Dissatisfaction with court decisions or how a judge rules on your case
• Outcomes that differ from expectations where the service was delivered as agreed
• Disagreement with general information provided where no specific legal advice was given
• Court rejection due to the fairness of your agreement (rather than drafting errors)
• Court rejection due to incomplete or inaccurate information provided by you

Our commitment

We are committed to learning from complaints and using feedback to improve our services. Raising a complaint will not affect your access to our services or how you are treated by our team.

If you are unsure whether your concern falls under this policy, please contact us and we will be happy to advise.

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