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 Partner, 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 acknowledgement 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 we have to change any of the timescales above, we will let you know and explain why.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint to your satisfaction. They will look at your complaint independently and it will not affect how we handle your case. Before accepting a complaint for investigation the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have then you must take your complaint to the Legal Ombudsman:
• Within six months of receiving our final response to your complaint
• No more than six years from the date of the act/omission; or
• No more than three years from when you should reasonably have known there was cause for complaint.

Legal Ombudsman contact details

PO Box 6806, Wolverhampton, WV1 9WJ
Tel 0300 555 0333
enquiries@legalombudsman.org.uk
www.legalombudsman.co.uk

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 Solicitor’s Act 1974 but you should be aware that if all or part of our bill remains unpaid, we may be entitled to charge interest.

What to do if you are unhappy with our behavior

The Solicitors’ Regulation Authority can help if you are concerned about our behavior. Examples include dishonesty, taking or losing your money or unfair treatment because of age, disability or any other characteristic. Visit their website to see how you can raise any concerns:
SRA: www.sra.org.uk

 

Rev. 01/2020