Our overriding objective is to maintain good relations with all clients.
However, in what we hope is the unlikely event of dissatisfaction with any of the services provided by us, our intention will be for that dissatisfaction to be addressed promptly and effectively by means of the following procedure:
- You should first discuss your complaint with the partner or solicitor dealing with your matter, who will attempt to resolve it for you.
- If that fails to allay your concerns, you should write to our Client Care Partner, James Atton who has overall responsibility for such matters in our London office, setting out full details of your complaint.
- Correspondence by post should be sent to him at Mackrell LLP, 60 St Martin’s Lane, London WC2N 4JS or by email to james.atton@mackrell.com.
- Your complaint will be acknowledged by Mr Atton as soon as possible and generally within two working days of receipt.
- He will investigate the complaint as a priority by obtaining all relevant documents and carrying out all necessary discussions and will let you have a preliminary indication of the likely time scale to the completion of investigations within ten days, the intention being that a full response will be sent within 28 days if at all possible.
- If that response is not to your satisfaction he will continue correspondence with you as necessary until either you confirm that the complaint is resolved or we notify you that we consider it to be unjustified, the intention being that the period from receipt of your complaint by Mr Atton to this final stage will be a maximum of eight weeks.
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. You can raise your concerns with the Solicitors Regulation Authority.
If you do not agree with the outcome of the above procedure you can then complain to:
The Legal Ombudsman
PO Box 6167, Slough, SL1 0EH
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
Before accepting a complaint for investigation though, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman no later than:
- One year from the date of the act or omission being complained about; or
- Within one year of you realising there was a concern about our service.
- You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
