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RHIANNON FORD DIVORCE CONSULTANCY

Client Feedback & Complaints Policy

Document Owner: Rhiannon Ford

Version: 1.0

Effective Date: July 2026

Review Date: July 2027

Classification: Public

My Commitment to You

At Rhiannon Ford Divorce Consultancy, I am committed to providing a professional, compassionate and high-quality service to every client.

I understand that divorce and separation can be challenging and emotional experiences. My aim is to provide practical support, clear guidance and reassurance throughout your journey.

I value all feedback from my clients. Positive feedback helps me understand what I’m doing well, while constructive feedback and complaints help me improve my services.

If something has not met your expectations, I encourage you to let me know. I will always listen carefully, investigate your concerns fairly and do my best to resolve matters promptly and professionally

 

What is a Complaint?

 Cookies are small text files that are placed on your computer, tablet or mobile device when you visit a website.

Cookies help websites to recognise your device and remember information such as your preferences or previous visits.

Cookies do not normally identify you directly, but some cookies may be linked with personal information depending on how they are used.

 

Why Do I Use Cookies?

A complaint is any expression of dissatisfaction about the service I have provided.

Examples may include concerns about:

    • communication;
    • appointments or availability;
    • response times;
    • customer service;
    • the quality of support provided;
    • misunderstandings;
    • delays;
    • professionalism;
    • any other aspect of your experience as a client.

This policy applies to complaints about the services provided by Rhiannon Ford Divorce Consultancy.

If your concern relates specifically to how your personal information has been collected, used, stored, or protected, please refer to my separate Data Protection Complaints Policy.

 

How to Raise a Concern

If you are unhappy with any aspect of my service, I encourage you to contact me as soon as possible.

Many concerns can be resolved quickly through an open and constructive conversation.

You can contact me by:

Email: rhiannon@rhiannonford.co.uk

Please include:

    • your name;
    • your address;
    • a brief explanation of your concern;
    • any relevant dates or supporting information;
    • what outcome you are hoping to achieve.

If you would prefer to discuss your concerns by telephone or during an online meeting, please let me know, and I will do my best to accommodate your request.

What Happens Next?

When I receive your complaint, I will:

    • acknowledge your complaint promptly;
    • listen carefully to your concerns;
    • investigate the issues fairly and objectively;
    • request any further information if necessary;
    • keep you informed of progress where appropriate;
    • provide a clear written response;
    • explain any action I have taken or intend to take.

Where appropriate, I will apologise if I have made a mistake and take reasonable steps to resolve the matter.

Timescales

My aim is to:

    • acknowledge your complaint within five working days;
    • investigate it promptly and fairly;
    • provide a full written response within 30 calendar days, wherever reasonably possible.

If additional time is required because the matter is particularly complex, I will explain the reasons and keep you informed.

Learning from Feedback

I believe that listening to clients is an important part of maintaining and improving the quality of my services.

Where appropriate, I will review my:

    • policies;
    • procedures;
    • client resources;
    • communications;
    • technology; and
    • working practices

to reduce the likelihood of similar issues arising in the future.

Professional Boundaries

Rhiannon Ford Divorce Consultancy provides independent divorce consultancy, education and support services.

Although I am a former family law solicitor with over 25 years’ experience, I no longer practise as a solicitor.

My services are designed to complement, rather than replace, independent legal advice and legal representation.

Where appropriate, I work collaboratively alongside solicitors, mediators, financial professionals and other specialists to support my clients.

 

If You Remain Dissatisfied

If, after I have investigated your complaint, you remain dissatisfied with my response, you are welcome to let me know so that I can review the matter further if appropriate.

Nothing in this policy affects any legal rights you may have.

 

Contact

Rhiannon Ford Divorce Consultancy

Email: rhiannon@rhiannonford.co.uk

Website: www.rhiannonford.co.uk

Thank you for taking the time to provide feedback.

Client feedback plays an important part in helping me continually improve the service I provide and maintain the high professional standards that my clients deserve.