Ian Walker

Ian Walker – Founder/ Director/ Solicitor/ Mediator/ Arbitrator

What to do if you are not happy with our services

At Ian Walker Family Law and Mediation Solicitors we are committed to providing high-quality legal advice and client care. It is very important to me that our clients are happy with the work we do for them and with how we look after them.

For this reason, I introduced the client service guarantee

I recognise, that despite the very best of intentions that sometimes things do not go as well as we would like or sometimes go wrong.  As the director – I am always happy to deal with complaints. I always do my best to resolve them. If a client has a problem with how the case is being progressed I would much rather this be raised when it is a small problem – rather than it be allowed to become a big problem.

I therefore have no hesitation in saying to our clients that if you are unhappy about any aspect of our service or charges please raise this with the person dealing with your matter, or with me: ianwalker@familylawandmediation.co.uk I will always do my best to try and sort things out.

Complaints Procedure

Complaints should be emailed to me at

You can also write to me at our address in Exeter:

Vantage Point, Pynes Hill, Exeter EX2 5FD

A formal complaint needs to be in writing. Upon receipt of a formal complaint I will send a copy of our complaints procedure.

The Legal Ombudsman

We have eight weeks to consider your complaint. If we have not resolved it within this time, you may be able to complain to the Legal Ombudsman. This applies if you are an individual, a business with fewer than 10 employees and turnover or assets not exceeding a certain threshold, a charity or trust with a net income of less than £1m, or if you fall within certain other categories (you can find out more from the Legal Ombudsman).

The Legal Ombudsman’s contact details are:

Address: PO Box 6806, Wolverhampton, WV1 9WJ

Telephone: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Website: www.legalombudsman.org.uk

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint, or within six years of the act or omission you are complaining about (or if outside of this period, within three years of when you should reasonably have been aware of it). Generally, the Legal Ombudsman deals with complaints relating to acts or omissions that happened after 5 October 2010.

Solicitors Regulation Authority (SRA)

Whilst the Legal Ombudsman deals with complaints about the service we provide, should you have a complaint about our conduct you may be able to complain to the SRA. More information can be found on the SRA website  https://www.sra.org.uk/consumers/problems


Our complaints procedure does not apply to persons who are not clients of our firm. Nevertheless if a non-client has an issue or concern about something that has happened – I would still ask them to make contact with me in order to make me aware of the issue.