At Morris Read & Co Solicitors we aim to provide you with a high standard of service so that your legal work is performed in an efficient trustworthy and cost-effective manner. In the unlikely event of there being any aspect of our service we need you to tell us about it so that we can put it right as soon as possible. This will also help us to improve our standards.
What will happen?
- Initially it is best if your complaint is raised with the fee earner dealing with the matter or with their Supervisor. They will be familiar with your file and may well be able to resolve the problem to your satisfaction on a quick and informal basis.
- If, however, the fee earner and the supervisor are unable to resolve the matter or you are not satisfied with their response, please write to us confirming you wish to raise a complaint. Please address your letter to Mr Sundeep Sandhu. If the complaint is against Mr Sundeep Sandhu please then address it to Miss Indira Sharma.
- We will record your complaint in our central register and open a separate file for your complaint. We will do this within two working days of receiving your complaint.
- We will send you a letter acknowledging your complaint and asking you to confirm or explain the reason for the complaint. We will also let you know the name of the person who will be dealing with your complaint (‘the Complaint Handler). You can expect to receive our letter within five working days of us receiving your complaint.
- Once we receive your response, we will acknowledge your reply to our acknowledgment letter and confirm what will happen next. You can expect to hear from us within five working days of your reply.
- We will then start to investigate your complaint. This will normally involve the following steps:
- We will pass your complaint to the Complaint Handler who will ask the member of staff who acted for you to reply to your complaint within two working days;
- The Complaint Handler will then examine their reply and the information in your complaint file. The Complaint Handler will also speak to them. This will take up to three days from receiving their reply and the file.
- The Complaint Partner will then invite you to telephone to discuss and hopefully resolve your complaint.
- Within two working days of the call we will write to you to confirm what took place and any solutions that have been agreed with you.
- If you do not want a discussion or it is not possible, the Complaint Handler will send you a detailed reply to your complaint. This will include suggestions for resolving the matter. They will do this within five working days of completing the investigation.
- At this stage, if you are still not satisfied you can write to us again. We will then arrange for another senior member of the firm to review the Complaint Handler‘s decision within five working days.
- We will let you know the result of the review within five working days of the end of the review. At this time, we will write to you confirming our final position on your complaint and explaining our reasons. If we have to change any of the timescales above, we will let you know and explain why.
If you are still not satisfied or we have not finalised our response within forty working days, you have the right to take your complaint to the Legal Ombudsman. Usually, the Legal Ombudsman will review your complaint if you are referring your complaint to the Legal Ombudsman within either six years of the problem happening or three years from when you found out about it and you are referring your complaint to us within six months of your service provider’s final response. You can contact the Legal Ombudsman whose address is PO Box 6806 Wolverhampton WV1 9WJ or visit their website at www.legalombudsman.org.uk