Complaints Procedure

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MA LAWYERS

COMPLAINTS PROCEDURE:

  1. Once the written complaint had been received which alleges that the complainant has suffered (or may suffer) financial loss, distress, inconvenience or detriment we will write to you within 7 days to explain how your complaint will be investigated.
  2. Please address all complaints to Shilpa Majevadia, First House, 1 Sutton Street, Birmingham, B1 1PE, tel 0121 272 7788 or email  shilpa@malawyers.co.uk
  3. If a complete response to your complaint has not been made by that time. You will be told the latest date by which a complete answer will be given to your complaint (this should be not more than 28 days after we received your complaint). If you have made the complaint verbally – either at a meeting or on the telephone – we will set out in our full response our understanding of the nature of your complaint.
  4. The assessment of the complaint will be based upon a sufficient and fair investigation. We will explain in writing our findings and where the complaint is upheld will offer remedial action or redress. This will be actioned promptly.
  5. If you are dissatisfied with the way your complaint is handled please let me know in writing and I shall ask the co-director to look into your complaint for me. Conduct a separate review of your complaint for me.  You will be told about the conclusion of this review within 28 days.

If after following the review process you remain dissatisfied with any aspect of our handling of your complaint, you may contact directly the Legal Ombudsman to ask them to consider the complaint further: Tel no: 0300 555 0333 Email:enquiries@legalombudsman.org.uk mailto:Website: http://www.legalombudsman.org.uk/ Legal Ombudsman PO Box 6167, Slough, SL1 0EH Unless it agrees there are good reasons not to do so, the Legal Ombudsman will expect you to allow us to consider and respond to your complaint in accordance with the procedure set out above in the first instance.  complaints are “to be made within one year of the act or omission that concerns you or within one year of realizing there was a concern. Additionally, you must refer your concerns to us within six months of our final response to you”.

  1. It charges firms a £400 case fee for every 3rd – and any subsequent upheld -complaint over a 12-month period. It can also award costs.
  2. Alternative complaints bodies such as: Ombudsman Services, ProMediate and Small Claims Mediation and the website exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
  3. We agree to use CLC Compensation fund. The CLC administers a Compensation Fund on behalf of the profession. You should contact the CLC as soon as possible if you are considering making an application or are considering taking legal advice. Further information can be obtained from https://www.clc-uk.org/consumers/compensation/.