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Fax: 0208 894 5300

info@mtuk.law

Emergency: 0750 625 5550

Complaints

We are committed to providing a high-quality legal service to all our clients. If you are unhappy about any aspect of our service, please tell us about it. This will help us to ensure that we meet the highest standards and enable us to identify any areas we need to improve.

Complaints Procedure

If you are dissatisfied with either the service you have received or any aspect of your bill, please first contact the solicitor in charge of your matter.

If the complaint is in connection with that solicitor or they do not resolve the complaint to your satisfaction, we will delegate the handling of your complaint to an independent complaints handler for investigation.

How does the complaints procedure work?

Clients must be advised of the MT UK Solicitors complaints procedure.

The object is not to encourage complaints, but to keep the goodwill of those clients who may have become dissatisfied.

A complaint may not be in writing but may be defined as any expression of client dissatisfaction.

The Head of MT UK Solicitors who shall be responsible for tracking progress of the complaint, will keep a central record of all complaints.

The aim is to resolve complaints informally. Clients should take up the issue at first instance with the solicitor. If no satisfaction is obtained, the complaint must be referred to the Head of MT UK Solicitors, who may ask the client to confirm in writing or in interview.

Where the Head of MT UK Solicitors is the person involved, it shall then be referred to an independent Solicitor/Barrister for investigation.

If the complaint is justified, then the aim will be to avoid repetition of the offending and, if appropriate, offer a remedy.

Remedies include:

  • An apology;
  • An assurance, by way of an action plan, to avoid repetition;
  • A reduction in the bill;
  • An abatement of the whole bill;
  • Referral to the Office of the LEO and/ or SRA; and
  • Clients should be informed about the referral to the Legal Ombudsman and/or SRA at any time directly.

Every effort must be made to satisfy the client and to demonstrate that we care, even if, on occasion, we may have fallen short of the high standards set.

MT UK Solicitors will be expected to learn from the mistakes. MT UK Solicitors will conduct an analysis and review of the central record of complaints annually.