Specialists in Serious Fraud and Complex Criminal Defence
Complaints Procedure
Complaints Procedure
MPR Solicitors LLP
Version: August 2026
1. Our commitment
MPR Solicitors LLP is committed to providing a high standard of legal service.
If you are dissatisfied with the service we have provided or with our charges, you are entitled to complain. We take complaints seriously and will deal with them promptly, fairly and free of charge.
Making a complaint will not of itself adversely affect the way in which we conduct your case or the service which we provide to you.
2. Concerns about our service and formal complaints
During the course of a legal matter, clients may from time to time have questions, concerns or disagreements about the progress of their case, the advice they have received or events which have occurred.
This is particularly so in criminal proceedings, where many matters affecting a case are outside our control, including decisions or delays by the police, prosecution, courts, prison authorities, experts and other agencies.
An expression of frustration about such matters, a request for an update, a request for further explanation or disagreement with our professional advice is not necessarily a complaint about the service provided by this firm.
Where you raise a concern about our service during the ordinary conduct of your case, we will ordinarily try to address it as part of our normal communication with you.
If the issue is resolved to your satisfaction, no formal investigation will usually be necessary.
If you remain dissatisfied and wish the matter to be investigated under our formal complaints procedure, you should tell us that you wish to make a formal complaint.
You do not have to raise the matter informally first. If you have already raised the issue with the person dealing with your case and it has not been resolved, we will not require you to go through that process again before making a formal complaint.
A complaint does not have to use any particular terminology. If it is reasonably clear from what you tell us that you are making a substantive complaint about our service or charges which requires formal investigation, we will not disregard it merely because you have not used the words “formal complaint”.
If we are unsure whether you are raising a service concern which you wish us to address during the ordinary conduct of the case or whether you wish to invoke our formal complaints procedure, we may ask you to clarify this.
3. Making a formal complaint
We ask that formal complaints are made in writing wherever reasonably possible.
This is because a written complaint provides both you and the firm with a clear record of the matters which you wish us to investigate and reduces the possibility of misunderstanding about the nature or scope of the complaint.
You may send a written complaint by email or post to:
Complaints Partner
MPR Solicitors LLP
8 Red Lion Court
Alexandra Road
Hounslow
Middlesex
TW3 1JS
Telephone: 020 8607 4660
Email: law@mprsolicitors.co.uk
You may also give your complaint to the person dealing with your case, who will refer it to the appropriate person.
It is helpful if your complaint identifies:
• your name and our file reference, if known;
• the matter or matters about which you are dissatisfied;
• what you say has gone wrong;
• any particular documents, correspondence or events which you consider relevant; and
• what, if anything, you would like us to do to resolve the complaint.
You do not need to prepare a formal legal document, identify any particular professional rule or repeat information which is already contained on our file.
If you are unable reasonably to make your complaint in writing, you may make it orally by telephone or in person. We will make a written record of the complaint and may send you a summary of the issues which we understand you to be raising so that you have an opportunity to correct any material misunderstanding.
We will not refuse to consider a genuine complaint merely because it has been made orally.
If you require a reasonable adjustment or other assistance in making or pursuing a complaint, please tell us.
4. Who deals with complaints
The Partner with overall responsibility for complaints at MPR Solicitors LLP is:
Abdullah Al-Yunusi
Complaints Partner
The Complaints Partner may investigate a complaint personally or appoint another Partner or appropriately senior lawyer to investigate it.
Where the complaint concerns the Complaints Partner, or there is some other reason why it would be inappropriate for that Partner to investigate it, another Partner will be appointed where reasonably practicable.
5. Acknowledgement and recording
Formal complaints will be recorded on the firm’s central complaints record.
We will acknowledge a formal complaint promptly and will normally aim to do so within five working days.
Our acknowledgement will normally:
• identify the person responsible for investigating the complaint;
• summarise the material issues which we understand you to be raising;
• invite you to correct any material misunderstanding or omission;
• explain how the complaint will be investigated; and
• tell you when we expect to provide our substantive response.
You will not ordinarily be required to repeat information which you have already provided.
If further information is genuinely required in order to investigate a material issue, we will tell you what information is required and why.
If a complaint was initially made orally, asking you subsequently to clarify or confirm the issues in writing does not mean that we will necessarily treat the complaint as having been made only when that written clarification is received.
6. Stage One: investigation
Once the formal complaints procedure has been invoked, we will investigate the complaint.
We will not require you first to return to the person dealing with your case in an attempt to resolve the complaint informally.
The investigation may include:
• reviewing the relevant client file;
• reviewing correspondence, emails, attendance notes and other documents;
• considering relevant court, prosecution or other case material where necessary;
• reviewing billing or accounting records where relevant;
• obtaining comments from the solicitor, caseworker or other person involved;
• considering any information or documents which you have provided; and
• making any other proportionate enquiries which we consider necessary.
The investigation will be proportionate to the nature and seriousness of the issues raised.
We will consider the substance of your complaint. You are not required to formulate it in legal or technical language.
It will not normally be necessary to hold a meeting about the complaint. If we consider that a meeting or telephone discussion would materially assist the investigation or resolution of a particular issue, we may suggest one.
7. Stage One response
When the investigation has been completed, we will send you a written substantive response.
We will normally aim to provide that response within 20 working days of receiving the formal complaint where reasonably practicable.
Some complaints may require more time because of their complexity, the volume of material which must be reviewed, the availability of relevant individuals or the need to obtain further information.
If it becomes apparent that we will not be able to respond within the timeframe originally given to you, we will tell you and provide an updated indication of when you can expect our response.
Our Stage One response will ordinarily:
1. identify the material complaints which we have considered;
2. state our finding on each complaint;
3. explain the reasons for those findings; and
4. identify any action or redress which we consider appropriate.
Depending upon the circumstances, appropriate action or redress may include an explanation, an apology, corrective action, a reduction or refund of charges or another proportionate remedy.
There is no charge for investigating or responding to your complaint.
8. Stage Two: review
If you remain dissatisfied with our Stage One response, you may ask us to review the decision.
You should tell us as soon as reasonably practicable that you would like a review and, where possible, identify the particular findings or conclusions with which you remain dissatisfied and briefly explain why.
You do not need to repeat the whole of your original complaint.
Where reasonably practicable, the review will be undertaken by another Partner who has not previously been involved in determining the complaint.
The purpose of the review is to consider whether:
• the complaint was properly investigated;
• the relevant information was considered;
• any material issue was overlooked;
• the findings were reasonable on the information available;
• any material new information affects the conclusions reached; and
• any proposed action or redress remains appropriate.
A review does not necessarily require the complaint to be investigated again from the beginning.
Following the review, we will send you our final written response.
There is one internal review. We do not operate any further internal appeal after the Stage Two review.
The Stage Two response will bring our internal complaints procedure to an end.
9. Overall timescale
We will deal with complaints as promptly as reasonably possible.
Our aim is to complete the whole internal complaints procedure, including any Stage Two review requested in sufficient time, within eight weeks of the complaint being made.
The eight-week period is not restarted because a complaint moves from Stage One to Stage Two or because further correspondence is received.
If your complaint has not been resolved to your satisfaction within eight weeks of the complaint being made, you may be entitled to refer it to the Legal Ombudsman even if some aspect of our internal procedure remains ongoing.
10. Legal Ombudsman
The Legal Ombudsman is an independent body which considers complaints about legal services.
If we have been unable to resolve your complaint to your satisfaction following our complaints procedure, or if your complaint has not been resolved to your satisfaction within eight weeks of being made, you may be entitled to ask the Legal Ombudsman to consider it.
The Legal Ombudsman generally requires a complaint to be referred to it:
• within one year of the act or omission being complained about; or
• within one year of when you realised, or should reasonably have realised, that there was cause for complaint;
and
• within six months of our final written response to your complaint, where our final response has properly informed you of that time limit.
The Legal Ombudsman decides whether a complaint falls within its jurisdiction and may apply different provisions or exceptions in particular circumstances.
The Legal Ombudsman can be contacted at:
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
11. Alternative dispute resolution
If our internal complaints procedure has been exhausted and we have been unable to settle your complaint, our final written response will also provide you with:
• the name and website address of an alternative dispute resolution approved body which is competent to deal with the complaint; and
• confirmation of whether MPR Solicitors LLP agrees to use the scheme operated by that body in relation to your complaint.
The provision of this information does not affect any right you may have to refer an eligible complaint to the Legal Ombudsman.
12. Solicitors Regulation Authority
MPR Solicitors LLP is authorised and regulated by the Solicitors Regulation Authority.
The Legal Ombudsman ordinarily deals with complaints about the standard of service provided by solicitors and complaints concerning legal charges.
The Solicitors Regulation Authority deals principally with concerns about professional conduct and serious or repeated breaches of its regulatory requirements.
Examples of matters which the Solicitors Regulation Authority may investigate include dishonesty or fraud, misuse of client money, misleading a court or another person, unlawful discrimination, serious conflicts of interest or other serious or repeated professional misconduct.
The Solicitors Regulation Authority does not ordinarily investigate complaints which concern only poor service, delays, communication, an isolated mistake or disagreement about a bill.
Further information about reporting a solicitor or firm is available at:
www.sra.org.uk/report
13. Complaints about our charges
You may use this complaints procedure if you are dissatisfied with our charges or a bill which we have issued.
Depending upon the circumstances, you may also have separate statutory rights to ask a court to assess a solicitor’s bill. Different procedures and time limits apply to applications for assessment of solicitors’ costs.
Information concerning applicable rights may also appear on the bill which we send to you.
The Legal Ombudsman may consider complaints about charges where the complaint falls within its jurisdiction.
14. Complaints made on behalf of somebody else
We may accept a complaint made on behalf of a client by a family member, friend, representative or other person.
However, our duties of confidentiality continue to apply.
We may therefore require appropriate authority from our client before discussing the client’s case, disclosing confidential information or providing a substantive response to another person.
Where the client has not authorised us to disclose information, we may still record and consider information which has been provided to us, but our ability to correspond with the person making the complaint may be restricted.
15. Data protection complaints
If your complaint concerns the way in which we have collected, used, stored, disclosed or otherwise processed your personal data, you may make the complaint using this procedure.
Data protection complaints will also be dealt with in accordance with the applicable data protection legislation.
You may also have the right to complain to the Information Commissioner’s Office about our processing of your personal information.
Further information is available at:
www.ico.org.uk
16. Complaints while we are continuing to act for you
Making a complaint does not of itself affect our willingness or ability to continue acting for you.
So far as reasonably practicable, the complaint will be dealt with separately from the proper conduct of your substantive legal matter.
There may occasionally be circumstances in which the nature of a complaint creates a professional conflict, a serious breakdown in the relationship of trust and confidence or another professional reason which affects our ability properly to continue acting.
If that occurs, we will explain the position to you and comply with our legal and professional obligations when deciding whether we can continue to act.
17. Recording complaints and improving our service
We maintain a central record of complaints received by the firm.
Where appropriate, we will consider:
• the cause of the complaint;
• whether any redress or corrective action is required;
• whether any procedure, system or practice should be changed;
• whether any training or guidance is required; and
• whether the complaint indicates a recurring issue or wider risk.
Complaint information and trends are reviewed periodically as part of our risk management, client care and Lexcel quality management arrangements.
________________________________________
MPR Solicitors LLP
8 Red Lion Court
Alexandra Road
Hounslow
Middlesex
TW3 1JS
Telephone: 020 8607 4660
Email: law@mprsolicitors.co.uk
MPR Solicitors LLP is authorised and regulated by the Solicitors Regulation Authority.
SRA Number: 464584