Complaints
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COMPLAINTS
Client Feedback: Driving Excellence in Legal Service
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.
What to do if we cannot resolve your complaint
The Legal Ombudsman (LeO) can help you if MT UK are unable to resolve your complaint. LeO will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the LeO will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the LeO:
- Within six months of receiving a final response to your complaint; and
- No more than six years from the date of act/omission; or
- No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the LeO, please contact them.
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help if you are concerned about MT UK’s behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.
