Complaints Policy

We are committed to providing a high quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have a complaint about our service or a bill that we have rendered on or both, please contact us with the details.

The person to contact is Javed Ansari, and he can be reached at the Firm’s address or you may contact him directly on complaints@merchistonsolicitors.co.uk.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within 10 days of us receiving the complaint, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to an officer, who will review your file and speak to the member of staff who acted for you.
  3. Wherever possible, you will then be invited you to a meeting to discuss and hopefully resolve your complaint. This will be done within 10 days of sending you the acknowledgement letter.
  4. Within 14 days of the meeting, you will write to you to confirm what took place and any solutions he has agreed with you.
  5. 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 14 days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another local solicitor to review your complaint.
  7. 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.
  8. If we have to change any of the timescales above, we will let you know and explain why.

Legal Ombudsman

If you are still not satisfied, you can then contact the Legal Ombudsman at:

PO Box 6806
Wolverhampton
WV1 9WJ
Tel: 0300 555 0333 or 0121 245 3050
Email: enquiries@legalombudsman.org.uk

There are time limits within which complaints must be made to the Legal Ombudsman, as indicated below.

Generally speaking, your complaint should be made to the Ombudsman no later than 12 months from when the problem occurred or from when you should reasonably have become aware of the problem.

Additionally, you should make your complaint to the Ombudsman within six months of receiving a final response from us following the complaint that you have made to us.

Normally, your complaint needs to fall inside both rules if the Ombudsman is going to investigate it.

You also need to be aware that the Ombudsman only deals with complaints from the following:

  1. an enterprise which, at the time that the complaint is made, is a micro-enterprise within the meaning of arts.1, 2(1) and (3) of the Annex to Commission Recommendation 2003/361/EC, as that Recommendation had effect at the date it was adopted;
  2. a charity with an annual income net of tax of less than £1 million at the time at which the complainant refers the complaint to the respondent;
  3. a club, association or organisation, the affairs of which are managed by its members or a committee or committees of its members, with an annual income net of tax of less than £1 million at the time at which the complainant refers the complaint to the respondent;
  4. a trustee of a trust with an asset value of less than £1 million at the time at which the complainant refers the complaint to the respondent;
  5. a personal representative of an estate of a person; or
  6. a beneficiary of an estate of a person

SRA 

If you are concerned about the conduct or behaviour of a solicitor and wished to complain about him or her or wish to make a complain about costs you have been charged, we would encourage you to firstly raise the matter with the Firm first, and if the matter cannot be resolved to your satisfaction, you may approach the SRA and you will be advised as to how to raise a complaint https://www.sra.org.uk/consumers/problems/report-solicitor/.

 

 

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30, Dukes Place

Aldgate, 

London 

EC3A 7LP

 

T: +44 (0) 203 5406340
E: contactus@merchistonsolicitors.co.uk

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