Complaints

At The Family Law Professionals, we are committed to providing high-quality legal services as Toowoomba Family Lawyers. However, we understand that, on occasion, clients may have concerns or complaints. We take all complaints seriously and aim to resolve them in a fair and transparent manner. Below is our complaints procedure to help guide you through the process.

1. How to Make a Complaint

If you are dissatisfied with any aspect of our services or how your matter is being handled, we encourage you to raise your concerns as soon as possible. You can submit a complaint by:

• Email: Send an email to info@thefamilylawprofessionals.com.au, detailing your complaint.
• Phone: Call [phone number] to speak directly with our Legal Practice Director.
• Written Letter: You may send a letter to The Family Law Professionals, Suite 24, 86-88 Water Street, Toowoomba, outlining your concerns.

When submitting a complaint, please provide the following information to help us address your concerns effectively:

• Your full name and contact details.
• The name of the lawyer or staff member involved.
• A description of the issue or concern.
• Any relevant documents or information that may assist in understanding the complaint.

2. Acknowledging Your Complaint

Upon receiving your complaint, we will acknowledge it in writing or by email within [7] business days. This acknowledgment will confirm that your complaint is being reviewed and provide you with an estimated timeline for resolution.

3. Investigating Your Complaint

We will conduct a thorough investigation into your complaint. This may involve reviewing your matter, speaking with the lawyer or staff member involved, and gathering any other necessary information. We aim to investigate complaints promptly and fairly, and we will keep you informed of the progress throughout the process.

4. Resolution of the Complaint

Once the investigation is complete, we will provide you with a response outlining our findings and any actions taken or proposed to resolve the issue. If we find that we are at fault, we will take appropriate steps to remedy the situation. This may include:

• Apologising for any mistakes or miscommunications.
• Offering a resolution or compromise, such as a reduction in fees or additional services at no charge.
• Taking corrective action in how your case is being handled.

5. Escalating a Complaint

If you are not satisfied with the outcome of the internal review, you may escalate your complaint to an independent third-party organisation such as the Legal Services Commission. We will provide you with details of how to escalate the matter should you choose to do so.

6. Preventing Future Complaints

We take your feedback seriously and use complaints as an opportunity to improve our services. Any insights gained from your complaint will be reviewed, and, where appropriate, changes to internal procedures, training, or policies will be made to prevent similar issues in the future.

7. Contact Information

If you have any questions about this procedure or need assistance with making a complaint, please do not hesitate to contact us at:

The Family Law Professionals 
Suite 24

86-88 Water Street, Toowoomba
info@thefamilylawprofessionals.com.au

We value your feedback and are committed to ensuring your experience with our firm is positive and professional.