Complaints

COMPLAINTS POLICY

We are committed to providing a high quality legal service to all our clients. When something goes wrong you, the client, need to tell us about it. This will help us to maintain and improve our standards.

If you have a complaint, please contact the Fee Earner dealing with your case with the details in the first instance. If you have not already taken up your concerns with the Fee Earner responsible for your work, we ask that you now do so.

We will not commence the complaints procedure until you have first tried to resolve matters with the fee earner concerned.

Within 15 working days of your complaint to the Fee Earner concerned, you should receive a full response from them to your complaint. If you are still not satisfied, then you should ask us to implement the complaints procedure (detailed below).

If, at the end of the procedure, you are still not satisfied that your complaint has been dealt with, you may contact the Legal Ombudsman:

P.O. Box 6806, Wolverhampton WV1 9WJ
Tel: 0300 555 0333
Website: www.legalombudsman.org.uk

Please note that any referrals to the Legal Ombudsman must be made within 6 months of the date of our full written response to you under the complaints procedure.


OUR COMPLAINTS PROCEDURE


1 If you are not satisfied with the Fee Earner's response to your concerns, you will need to write a formal letter of complaint which should be sent to us by post (not email) explaining your concerns and why you are not satisfied with the response you have received from the fee earner concerned. Your letter should be marked for the attention of the Complaints Handler, Mrs. Catherine Riddle.


If your complaint is about Mrs. Riddle, then the Complaints Handler will be one of the other Partners named on our notepaper. If your complaint is about Mr Riddle, then the complaint will still be handled by our Mrs Riddle, but will be subject to the scrutiny of one or more of the other Partners named on the notepaper.

2 The Complaints Handler will write to you within 10 working days of receipt of your letter, to acknowledge receipt of your formal letter of complaint and, if necessary, to ask you to confirm or explain the details. We will also let you know who will be dealing with your complaint (if it is a complaint about Mrs Riddle).
3 Within 10 working days of receiving your complaint we will also record your complaint in our Central Register and open a file for your complaint.
4 The Complaints Handler will then investigate the complaint and provide you with a full response within a further 20 working days of (a) our acknowledgement letter referred to at 2 above or, (b) if we have requested further information of you, within 20 working days of receipt of such further information.
5 If you are not satisfied with the full response from the Complaints Handler, you will need to tell us why.
 
6 You can ask the Complaints Handler to review our decision. You should contact the Complaints Handler in this regard as soon as possible so that the Complaints Handler can conclude their review of the decision within 10 working days of their full response.

At this stage if you are still not satisfied you can let us know. We will then consider the following:

  • We may invite you to agree to independent Mediation.
  • If we do not think the case is suitable for Mediation, we recommend that you apply to the Legal Ombudsman.

Please note that:

  • We reserve the right to refer you directly to the Legal Ombudsman if you have been abusive to the Complaints Handler or any of our staff.
  • The above procedure should be completed within 40 working days (8 weeks) but that timescale may be extended if any of the following circumstances apply:
    • The Complaints Handler is away from the office at any stage during the complaints procedure; and/or
    • Your file is large and/or the issues are complex; and/or
    • There is any delay on your part in reverting to us with any explanation/details/information we may have requested of you.


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17-20 Commercial Road
Swindon
Wiltshire
SN1 5NS

01793 526 601

morrisonandmasters.co.uk

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