We want to give you the best possible service. However, if you become unhappy or concerned about the service we have provided, we encourage you to inform us immediately, so that we can do our best to resolve the problem. We provide our services to both persons involved in the resolution of divorce, financial or co-parenting issues. Therefore, when we refer to 'you' we are referring to both of you. As 'you' means both of you, please remember that any complaint from either of you will be treated as being on behalf of you both and it may be necessary to reply fully to both of you. We will not share anything about your complaint with anyone else without the consent of both of you.
In the first instance, it may be helpful to contact the divorce specialist working on your case to discuss your concerns, and we will do our best to resolve any issues. If you still have queries or concerns, please contact Emma Robinson Head of Operations emma@amicable.co.uk or by telephone on +44 (0)20 3146 9915.
For further information or if you want to make a formal complaint, then you can read our full complaints procedure below. In our procedure, we explain how we will handle a formal complaint.
We are committed to high-quality customer care and aim to offer all our customers an efficient and effective service. However, if you would like to discuss how the service could be improved or should there be any aspect of our service with which you are not satisfied, please contact the person responsible for Complaints Handling: Emma Robinson, Head of Operations, at emma@amicable.co.uk or by post at amicable, PO Box 63636, London SW14 9BZ.
We are keen to resolve any concerns as soon as possible and in order to do this, will follow our complaints handling procedure. This procedure is as follows:
Step One: If you have not already done so, we ask you to let us know the full nature of the problem.
Step Two: Our Complaints Handling Representative will email you acknowledging your complaint within five working days. In this email we will confirm what happens next.
Step Three: Our Complaints Handling Representative will investigate the matter by reviewing the customer file and speaking to the member of staff concerned within 10 working days of acknowledging receipt of the complaint (this ensures we have time to investigate even if the person is on holiday or the complaint is complex). If, for some reason, the matter cannot be investigated in this timeframe, then we will email you explaining the reason and giving a revised timescale. Once the investigation has been completed, our Complaints Handling Representative will email you responding to the issue(s) you have raised and hopefully resolving the complaint.
Step Four: If you are satisfied with our response following the above steps, that will be the end of the matter. However, if you are not satisfied, you may contact our Complaints Handling Representative again and (s)he will arrange for CEO Pip Wilson to review the decision. Pip will contact you within 10 working days of receiving the request with confirmation of our final position in relation to the complaint, outlining the reasons and any final redress that is offered.
Further Information
For further information about our complaints handling procedures, please do not hesitate to contact Emma Robinson Head of Operations on emma@amicable.co.uk or by post to amicable, PO Box 63636, London SW14 9BZ
Last updated January 2025
