MLA Solicitors' Complaints Process

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem. You may call us directly on 0161 713 0399 or send an email to reception@mlasolicitors.com.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.

Verbal complaints

If a client calls advising that they are dissatisfied with a particular aspect of their case or the service that the firm is providing, the case handler should initially attempt to provide the client with the appropriate information to diffuse the complaint. This should be done in a calm, non – confrontational manner.

If the complaint cannot be resolved the client is to be advised that the matter will be processed as a formal complaint. A full attendance note is to be provided.

All actions agreed, during the course of the conversation are to be summarized in a letter, to the client that same day. A copy of a full attendance note must be provided to the client.

Details of the complaint are to be recorded on the Complaints Register.

Written complaints

All written complaints are to be acknowledged on the day of receipt and the letter should advise that the complaint is under review;

The following action is to be taken;

a) send out a standard acknowledgement letter explaining how the complaint will be handled, to be done on the same day the complaint is received;

b)  if practical, ring the client to acknowledge receipt of their written compliant and to inform them how their compliant will be handled, again to be done on the same day;

c)  write a final response within 5 working days outlining the result of the investigation;

d)  ensure that any potential changes to practice as a result of the compliant are implemented if appropriate, to avoid future similar complaints;

e) ensure that the compliant is recorded in the complaints Register.

If we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. 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 a final response to your complaint

and

No more than six years from the date of act/omission; or

No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.