Complaints Procedure

Introduction
If you are dissatisfied with the service we have provided then you have the right to complain. The Legal Ombudsman service has been operational since October 6th, 2010 and is ultimately responsible for ensuring that complaints are dealt with appropriately. However, before you contact the Legal Ombudsman you must first register an official complaint with us. Normally, the Legal Ombudsman expects you to give us 8 weeks to try to resolve the matter. If after 8 weeks you are still dissatisfied you can then involve the Legal Ombudsman. For more information please visit their website.

Timescale
In normal circumstances you must register a complaint within one year.  You must then give us 8 weeks to try to resolve your complaint before contacting the Legal Ombudsman. A complaint to the Legal Ombudsman must normally be made within six months of the date of the conclusion of this firm’s complaints procedure. In summary:

  • You must register your complaint with us within one year
  • The Legal Ombudsman expects you to give us 8 weeks to try to resolve your complaint
  • After this time, you can contact the Legal Ombudsman (but you must do so within 6 months)

Alternative complaints bodies exist which are able to deal with complaints about legal services. Details of these can be found at:

www.ombudsman-services.org
www.promediate.co.uk
www.small-claims-mediation.co.uk
ec.europa.eu/consumers/odr/

Our complaints procedure

If you have a concern or a complaint, please contact the firm’s Senior Member, Charlotte Miller as soon as you are aware of the problem so this can be addressed on 0203 004 6575 or by email cm@me‑solicitors.co.uk.

  1. To register a formal complaint please write to us. The Legal Ombudsman’s website is a useful source.
  2. We will send you a letter acknowledging receipt of your complaint within five days of our receiving the complaint, enclosing a copy of this procedure.
  3. Charlotte Miller will then investigate your complaint, review your matter file and speak to the fee-earner who dealt with your case.
  4. Charlotte will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. She will do this within 14 days of sending you the acknowledgment letter.
  5. Within three days of the meeting, Charlotte will write to you to confirm what took place and any solutions agreed with you.
  6. If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  7. At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another member to review the decision.
  8. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  9. If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 15870, Birmingham B30 9EB or call 0300 555 0333. Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint. The Legal Ombudsman has provided further guidance on its service at legalombudsman.org.uk.
  10. If we have to change any of the timescales above, we will let you know and explain why.
  11. You may also have a right to object to our bill by applying to the court for an assessment of the bill under Part III of the Solictors ‘Act 1974 but you should be aware that if all or part of our bill remains unpaid, we may be entitled to charge interest.