A guide to our complaints procedure
At Wikivorce we aim to deliver high standards in everything we do. We take all concerns and complaints seriously as they provide us with opportunities to improve and maintain the high standards that we strive to achieve.
We recognise that we sometimes get things wrong. Your feedback will help us to resolve mistakes faster and learn how we can do things better to improve quality and customer satisfaction.
Of course we welcome your compliments and other comments too! They encourage good practice and it’s great for our staff to receive praise for doing a good job.
“Complaints are really positive – they give us an opportunity to improve things, both for ourselves and for other people.”
What is a complaint?
Wikivorce defines a complaint as “an expression of discontent by a person or persons receiving a service from our organisation that cannot be immediately resolved at point of delivery, and about which the complainant desires a follow-up action is taken and a response provided”.
Who can raise a complaint?
Wikivorce’s Complaints Procedure is available to those who use Wikivorce free or chargeable services, including those services provided by our business partners.
When should you raise a complaint?
You should share your concerns or register a complaint when you are dissatisfied with any aspect of Wikivorce's services.
Why should you complain?
At Wikivorce we aim to deliver high standards in everything we do. Listening and responding to your feedback will help us achieve this.
We recognise that we sometimes get things wrong. Your feedback will help us to resolve mistakes faster and learn how we can do things better to improve quality and customer satisfaction.
How to register a complaint
If you have a complaint, or would like to share a concern, compliment or comment on any aspect of our service, you can contact us in one of the following ways:
By telephone to a Wikivorce advisor on : 01202 805020 (open 7 days a week from 9am to 11pm)
In writing by email to This email address is being protected from spambots. You need JavaScript enabled to view it.
Please tell us what your complaint or feedback is about and what you would like to see happen as a result. Please also tell us how we may contact you.
What will happen after I complain?
We will acknowledge your complaint within two working days of receipt and we will tell you who will be dealing with the matter and when you can expect a full response.
Wherever possible, Wikivorce will respect your confidentiality and keep your complaint confidential as far as possible. Any information about the complaint will usually only be shared with those who need to know in order to help resolve it. There may however be occasions when Wikivorce cannot provide absolute confidentiality. This may for example arise in circumstances where a child or vulnerable adult may be at risk of harm. In these circumstances Wikivorce’s safeguarding procedures will take precedence over this procedure and any relevant information will be shared with others concerned in the safety and welfare of service users.
We will handle information in line with the Data Protection Act.
Further help with making your complaint
If your complaint is about a service being provided by our partner solicitors then you may also complain to them directly using the complaints process outlined in the client care letter that was sent to you.
If you have made a complaint to the solicitor and are not satisfied with their response then you can take your complaint further by contacting the Legal Ombudsman.
