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Complaints Procedure

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Easy Online Divorce Complaints Policy

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided, including our charges, then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case and you will not be charged for time spent handling your complaint.

Our complaints policy

Easy Online Divorce is committed to providing a high-quality legal service to all our clients. When something goes wrong, we want you to tell us about it. This will help us to improve our standards.

Our complaints procedure

If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed. 

At first it would be helpful if you could discuss any feedback or concerns which you have about our service or how it might be improved with the case manager dealing with your matter.  If the case manager cannot resolve your concern informally, or if the issue is of such a serious nature that you do not feel comfortable raising it with your case manager, then you may discuss this with our complaints partner as a complaint under this policy.  

Please address your concerns in writing to our complaints partner: Anastasia Brien, Easy Online Divorce, Mor Workspace, Treloggan Lane, Newquay, TR7 2FP or via email to anastasiabrien@easyonlinedivorce.co.uk

How to raise a complaint under this policy

It would help us if you could email with:

  • why you feel dissatisfied with the service which you have received;
  • how you would prefer to be contacted about your complaint;
  • if there is anything in particular which you would like us to do to resolve your complaint.

What happens after I have made a complaint under this policy?

We will:

  • send an acknowledgement of your complaint within 7 days of receiving it;
  • log your complaint on our central complaints register;
  • investigate the concerns and arrange a discussion with you to try to agree how to resolve the issues within 21 days of receiving your complaint;
  • write to you within 28 days of receiving your complaint to confirm the outcome of this.

Our timescales are subject to be amended depending on the complexity of the matter and submission. If we have to change any of the timescales above, we will let you know and explain why.

What might the outcome of my complaint be?

We very much regret any dissatisfaction which our clients experience and will not hesitate to apologise to you where our service has fallen below our high standards. We may also agree that certain steps will be taken to improve your situation and to ensure that any problems experienced will not reoccur.  

What if I remain unsatisfied?

If you remain dissatisfied, you may be entitled to complain to the Legal Ombudsman about our service, including our charges. The Ombudsman would generally expect clients to follow a firm’s internal complaints procedure first.  You can find further information about the Ombudsman on the website www.legalombudsman.org.uk. 

You can write to the Ombudsman at Legal Ombudsman, PO Box 6167, Slough, SL1 0EH or by email on enquiries@legalombudsman.org.uk or call on 0300 555 0333.  If you wish to raise a complaint with the Ombudsman then you should not delay bringing it to their attention once our own complaints process has concluded as there are some time limits on when this must be done.  For example, normally you must raise a complaint with the Ombudsman within six months of the date of our final written response to your complaint. 

You should also be aware that the Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern.

Please note that the Ombudsman are there to deal with concerns about the level of service received.  Where there are more serious concerns that a solicitor or solicitor’s firm have been involved in professional misconduct then reports can also be made to the Solicitors Regulation Authority, the regulator of solicitors and solicitor firms. This could be for quite unusual and serious acts of misconduct such as dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Obviously, we do not anticipate any such problems arising and would ask that you notify the matter supervisor straight away if you have any such concerns.  You can find out more about the Solicitors Regulation Authority including their contact details and professional conduct rules on their website: https://www.sra.org.uk/consumers/problems/report-solicitor/

You can apply for a special expenses variation for the following:

  • Travel costs to maintain regular contact with your child (if more than £10 a week)
  • Costs connected with supporting a child with a disability or a long-term illness
  • Repaying debts from your former relationship, e.g. a loan for a car the receiving parent has kept
  • Boarding school fees for children who qualify for child maintenance
  • Paying the mortgage for the property where the receiving parent and child live

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Basic Rate
The Basic rate applies the amount of child maintenance you will pay each week is based on the following percentages:

  • 12% for one child
  • 16% for two children
  • 19% for three or more children

Basic Plus Rate
If your gross weekly income is more than £800, the Basic Plus rate of child maintenance is applied as well as the Basic rate.
In addition to the percentage rates applied to the first £800 above, the following percentages are calculated
on any balance over £800:

  • 9% for one child
  • 12% for two children
  • 15% for three or more children

The basic plus rate is capped at £3000 per week.

Reduced Rate
For the reduced rate you would pay a fixed rate of £7 a week for the first £100 and the following
percentage will be applied to the balance:

  • 17% for one child
  • 25% for two children
  • 31% for three or more children

Flat Rate and Nil Rate
If your weekly gross income is less than £100 or you or your partner receive certain benefits,
you would pay a flat rate of £7 a week in child maintenance.

If you are under 16, a student aged 19 or less, in prison or in a care home,
you would not have to pay any child maintenance.

The more nights that your children stay overnight with you, the more the
calculator will reduce the weekly amount of child maintenance:

  • 52 to 103 nights = 1/7 (14% reduction)
  • 104 to 155 nights = 2/7 reduction
  • 156 to 174 nights = 3/7 reduction
  • More than 175 = 50% reduction plus an extra £7 a week for each child

If you have other children, the calculator will reduce
your weekly gross income by the following percentage:

  • 11% reduction for one child
  • 14% reduction for two children
  • 16% reduction for three or more children
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