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Complaints Policy

COMPLAINTS POLICY

Here at MD Law our philosophy is based upon providing an excellent professional service at a cost that is relative and fair to our clients, so when our clients are not happy with something we like to know about it in order to improve our service.

What to do

If you are unhappy about any part of the service, we have provided you with then please in the first instance make your complaint to the member of staff dealing with your matter, which will usually be the solicitor acting on your behalf.

If for any reason you feel that you cannot speak to the person handling your matter, then please ask to speak to Helen Dickie. Helen is the managing director of the practice and will endeavour to resolve your complaint as soon as practically possible.

Should your complaint not be resolved verbally, then please send your complaint to us in writing.

When we receive your complaint, it will usually be passed to our Client Care Director, Helen Dickie.

We will investigate your complaint by speaking with the member of staff who is acting for for you and review your client file.

We aim to acknowledge receipt of your complaint within 14 days of having received your letter of complaint.

We will endeavour to respond to you within eight weeks from our initial response letter to you, this will enable us to investigate the matter thoroughly.

If appropriate we may invite you to attend a meeting to discuss your complaint. If a satisfactory outcome is achieved, we will write to you to confirm what resolution was reached at the meeting. If you are still not satisfied with our findings, you should contact us again and we will arrange for the decision to be reviewed by another senior member of staff.

In the unlikely event that you are still not satisfied you have the right to refer your complaint to the Legal Ombudsman at the following address:
Legal Ombudsman
PO Box 6806
Wolverhampton WV1 9WJ

You should do this within six months of receipt of our resolution letter or within six years of the act or omission of which you are complaining about. The legal ombudsman can be contacted on 0300 555 0333.