Complaints Handling Policy
Introduction
We are committed to providing a high-quality legal service and to dealing with all our clients fairly. We acknowledge that we may not always get it right so if something has gone wrong, including in relation to the bill, we need you to tell us. This will help us to improve and correct any issues.
How do I make a complaint?
If you are dissatisfied with any aspect of our service, you can make a complaint by:
- Speaking to the solicitor handling your case;
- Writing to our Complaints Manager via email or post at:
Anna Kouma
Mullbar Solicitors
23 Whitestone Way
Croydon
CR0 4WF
Email: anna@mullbar.com
Tel: 020 8656 7255
How will you deal with my complaint?
Step 1: Acknowledgement
We will send you a letter or email acknowledging receipt of your complaint within 5 working days of receipt.
We may request further details to fully understand your concerns.
Step 2: Investigation
A senior solicitor or our Complaints Manager will investigate your complaint.
We will investigate your complaint. This will usually involve:
- Reviewing your complaint
- Reviewing your file(s) and other relevant documents, and
- Speaking with the person who dealt with your matter
We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.
We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. We will aim to do this within 28 days of the date of our letter of acknowledgement.
What if I am not satisfied with the outcome?
If you are unhappy with the outcome of our complaints handling, please first let us know and we will review the matter.
If you are still unhappy you can ask the Legal Ombudsman to independently investigate your complaint. You can contact the Legal Ombudsman:
- by post: PO Box 6806, Wolverhampton, WV1 9WJ
- telephone: 0300 555 0333
- email: enquiries@legalombudsman.org.uk
You must usually refer your complaint within six months of our final written response to your complaint. Further details are available on the website: www.legalombudsman.org.uk. The Legal Ombudsman service is free of charge.
Complaints About Professional Conduct
If your complaint relates to professional misconduct, you may report it directly to the Solicitors Regulation Authority (SRA) at www.sra.org.uk (https://www.sra.org.uk).