We are committed to provide the highest standard of legal service to all our clients. We hope that you will never have reason to complain about our services, however, if anything does go wrong or the bill appears incorrect, please do not hesitate to contact us. We value your feedback, which provides us with an opportunity to improve our services. We will consider any complaint carefully and objectively and we aim to resolve the issues and reach a satisfactory conclusion fairly and promptly.
How to complain?
If you wish to complain (about our service or charges) please contact the solicitor dealing with your matter. Their names and contact details will be in the letter of engagement you received when you first instructed the firm on the relevant matter. We are happy to deal with your complaint by informal discussion or in writing, at your preference. If you would prefer to deal with someone else, you are welcome to do so.
What will happen next?
If you are not satisfied with our initial response, your complaint can be escalated to our Director,
Matthew Higdon, see details below:
T: 0207 224 3000
M LAW LLP, 3a Montagu Row, London W1U 6DZ
Upon the Director receiving your complaint, we will acknowledge it as soon as possible and set out a suggested timetable for our response. We normally aim to provide you with a full response within 28 days of receiving your complaint.
If you still consider your complaint remain unresolved, you may refer the matter to the Legal
Ombudsman. The Legal Ombudsman is an independent organisation which deals with complaints about solicitors and other legal professionals. The Legal Ombudsman can only consider complaints from a specific type of client. In addition the Legal Ombudsman can only consider complaints made within certain time limits, generally 6 months from the date of our final response letter. Please refer to the Legal Ombudsman website for full details (www.legalombudsman.org.uk). You can contact the
Legal Ombudsman by:
• email: email@example.com
• tel: 0300 555 0333
• post: The Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ
You can also raise concerns with Solicitors Regulation Authority (SRA) with regard to our behaviours,
information can be obtained at www.sra.org.uk/consumers/problems/report-solicitor. You can contact SRA by:
• email: firstname.lastname@example.org
• tel: 0370 606 2555
• post: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham B1 1RN
Complaints concerning data protection
If you have any complaint regarding our data protection policies or practices, please contact our Data Protection Officer, Neil Paterson@mlaw.co.uk, to whom complaints should be addressed at first instance.
You could also make a complaint at any time to the Information Commissioner’s Office (ICO), the UK regulatory authority for data protection issues, who can be contacted at https://ico.org.uk or telephone
on 0303 123 1113.