Complaints

We aim to provide an efficient and effective service to all our clients. However, we are aware that from time to time problems can occur and that you may have cause to complain.

In the first instance you should address any complaint or concern that you may have with the person dealing with your matter or their supervisor. However, if they are unable to deal with your concerns to your satisfaction or you would not prefer to deal with them, please contact the partner in charge of the complaints, Waheed Ur Rehman Mian (wmian@m-rsolicitors.co.uk).

If you should still have cause to complain, and in the unlikely event that we are unable to settle your complaint using the internal complaints process, then you have the right to complain to the Legal Ombudsman, an independent complaints body that deals with the legal services complaints. You have six months from the date of our final letter to you in which to complain to the Legal Ombudsman, 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.

The Legal Ombudsman’s contact details are as follows:
Legal Ombudsman, Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ.
Telephone 0300 555 0333.
Email enquiries@legalombudsman.org.uk
Website www.legalombudsman.org.uk.

You may also be able to challenge the amount of an invoice by applying to the court for an assessment under Part III of the Solicitors Act 1974. If you exercise this right you could be prevented from also making a complaint to the Legal Ombudsman. Please also note that if you apply to the court and all or part of the invoice remains unpaid at the end of the assessment that we are entitled to seek payment of interest from you on the amount outstanding. There are strict time limits that apply and you may wish to seek independent legal advice.

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.