Complaints Procedure

We are of course concerned that in acting for you we provide an efficient and effective service.  Throughout the currency of your case, we will ensure that you are properly advised and represented and that you are kept fully informed of the relevant issues and the progress of the case.  If at any time you are unhappy with the service provided, then please do not hesitate to let us know.

 If you have a complaint, please contact us and let us know the details.

 WHAT WILL HAPPEN NEXT: -

 1.         We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out.  We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within five working days of us receiving your complaint.

 2.         We will record your complaint in our central register and open a separate file for your complaint.  We will do this within five working days of receiving your complaint.

 3.         If you have been asked to clarify the nature of your complaint, we will wait to hear from you before taking any further action. However, upon receipt of your letter of clarification, we will acknowledge that letter within three working days and confirm for you what will happen next.

 If you have not been asked to clarify your complaint as the basis of your complaint is clear from the outset, we will notify you within five workings days of receipt of your initial complaint what will happen next.

 4.         We will then start to investigate your complaint.  This will normally involve the following steps:

 (a)        We will pass your complaint to your Case Supervisor (you will have been given the name of that person at the outset of your case) within five working days.

 (b)        Your case supervisor will ask the member of staff who acted for you (the conducting solicitor) to reply to your complaint within five working days.

 (c)        Your case supervisor will examine their reply and the information in your complaint file and, if necessary, he/she will also speak to them.  This will take up to five working days from receiving their reply and the file.

 5.         Your case supervisor will then issue to you the conducting solicitor’s reply to your complaint and invite you to meet with him/her to discuss and, hopefully, resolve your complaint. The offer of appointment will be issued to you, together with the conducting solicitor’s reply to your complaint.

 6.         Within five working days of any meeting, your case supervisor will write to you to confirm what took place and any solutions that have been agreed with you.

 If you do not want a meeting or it is not possible, your case supervisor will send you a detailed reply to your complaint.  This will include any suggestions he/she might have for resolving the matter. He/she will do this within five workings days of completing  investigations.

 7.         If you are not satisfied with the outcome of your case supervisor’s investigations, we will then arrange to review our decision.  The Managing Partner of the Firm will review the case supervisor’s decision within ten working days.

 8.         We will let you know the result of the review within five working days at the end of the review.  At this time we will write to you confirming our final position on your complaint and our reasons.  We will also give you the contact details of the Legal Ombudsman and the Solicitors Regulation Authority and, if you are still not satisfied, you can contact them about the complaint.

 If we have to change any of the time scales above, we will let you know and explain why.

 IMPORTANT INFORMATION which you should read carefully

We have eight weeks to consider your complaint. If for any reason we are unable to resolve the problem between us within that timeframe, you have a right to refer your complaint to the Legal Ombudsman.

The Legal Ombudsman can be contacted as follows:

Helpline: 0300 5550333
Website: www.legalombudsman.org.uk
Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ

Please note that the Legal Ombudsman has time limits for dealing with complaints so you should contact them within 6 months of the conclusion of our complaints process.

Complaints to the Legal Ombudsman must usually be made:

  • within 6 years of the act or omission about which you are complaining occurring; or
  • within 3 years from when you should have known about or become aware that there were grounds for complaint.

If you think a solicitor might be dishonest or you have concerns about their ethics or integrity, you also have the right to notify our regulator, the Solicitors Regulation Authority (SRA).  There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman).  For further information about the SRA’s role, please visit: https://www.sra.org.uk/consumers/

The Solicitors Regulation Authority (SRA) can be contacted as follows:

Helpline: 0870 606 2555
Email: contactcentre@sra.org.uk
SRA, The Cube, 199 Wharfside Street, Birmingham, B1 1RN

If we enter into a contract with you and/or you become our client of our firm by electronic means (such as by e-mail or online) then, in addition to any rights of redress you may have through the Legal Ombudsman, you may be entitled to use an EU online dispute resolution platform to assist with any complaint or dispute you may have about our services.  This online platform can be found at http://ec.europa.eu/odr.  We do have an e-mail address you may contact in this regard: law@mprsolicitors.co.uk