At Macks Solicitors we aim to provide the best possible service to our clients and to help us do this we need to know if you feel dissatisfied with our service. If at any point you become unhappy or concerned about our service then please inform us immediately so that we can do our best to resolve the problem.

The first step if you have any concerns over our service is to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. Most issues can be resolved quickly and amicably at this stage, however if you feel uncomfortable discussing your concerns with that person then the Head of the Department will be available to discuss a matter informally with you and do their best to resolve the problem.

If you feel the issue has not been dealt with to your liking or you do not wish to deal with the person concerned or their head of department, or wish to make a formal complaint for any other reason, please contact Neil Douglas, who is the Director in charge of Client Care or by post to our office address. You can also send an email to our dedicated email address – complaints@macks.co.uk. Making a complaint will not affect how we handle your case.

What will happen next?

We will acknowledge your complaint in writing within a week. If the complaint has been made verbally, we will include a summary of our understanding of your complaint.

We will investigate your complaint. Neil Douglas will review your file which might include speaking to any other members of staff who have been involved in your matter. The investigation might also involve inviting you to a meeting to discuss your complaint.

If we invite you to a meeting, we will do this within three weeks of sending the acknowledgment letter. Within one week of any meeting, we will write to you to confirm what took place and any solutions or further steps that were agreed with you.

If you do not want a meeting or it is not possible, we will aim to send you a detailed written reply to your complaint, including suggestions for resolving the matter, within four weeks of sending you the acknowledgement letter, however if the issue is complex this may take up to eight weeks from the date of your complaint.

If it is not possible to deal with your complaint in this timeframe we will inform you of the delay and the reasons. However we will do our best to resolve the matter as soon as practicable.

Charges

Please be assured there are no charges for the conduct of a complaints investigation.

Management

We record all complaints centrally to enable us to detect recurring problems and trends. As necessary, we will make changes in response to individual complaints and improvement measures in relation to recurring problems and trends.

What to do if we cannot resolve your complaint.

Under our professional regulations we have eight weeks to consider your complaint. If we have not resolved it within this time you can ask the Legal Ombudsman to consider the complaint. The Legal Ombudsman is an independent ombudsman scheme that resolves complaints about lawyers. It can be contacted at PO Box 6806 Wolverhampton WV1 9WJ or telephone 0300 555 0333 or via
enquiries@legalombudsman.org.uk

The Legal Ombudsman accepts complaints from individuals and small businesses, charities or associations. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint. It will not normally consider complaints that are more than six years old, or where it is three years since the complainant ought to have been aware of the problem.

If you have concerns about our behaviour, such as dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic then you can raise your concerns with our regulators, the Solicitors Regulation Authority at http://www.sra.org.uk/consumers/problems/report-solicitor.page

You also have the right to complain about or challenge the bill by applying for an
assessment of the bill under Part III of the Solicitors Act 1974 but you should be aware that the Legal Ombudsman may not consider a complaint about the bill if you have applied to
the court for assessment of the bill.

Conclusion

If you have any questions surrounding our complaints procedure please do not hesitate to contact us. Please rest assured we take your concerns seriously and we will seek to resolve any problems as quickly and openly as we can.


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