Complaints Procedure

We aim to provide an excellent service. If you are dissatisfied with any aspect of our work, please raise

your concerns so we can address them promptly.

1. Making a Complaint

Send your complaint in writing to:

Shilpa Majevadia

First House, 1 Sutton Street, Birmingham, B1 1PE

Tel: 0121 272 7788 | Email: shilpa@malawyers.co.uk

Include details of the issue and any loss, inconvenience, or distress.

2. Acknowledgment

We will acknowledge your complaint within 7 days, confirming who will handle it and the next steps.

3. Investigation

Your complaint will be investigated thoroughly and fairly. We may contact you for further information if

needed.

4. Response

We aim to provide a full written response within 28 days. If more time is needed, we will let you know

the latest date for our response. Our response will explain our findings and any remedial action, if

appropriate.

5. Internal Review

If you remain dissatisfied, you may request an internal review by a senior or independent member of

the firm. A written conclusion will be provided within 28 days.

6. Legal Ombudsman

If you are still dissatisfied, you can refer your complaint to the Legal Ombudsman:

• Tel: 0300 555 0333

• Email: enquiries@legalombudsman.org.uk

• Website: www.legalombudsman.org.uk

• Address: PO Box 6167, Slough, SL1 0EHComplaints must be made within one year of the issue or discovery, and within six months of our final

response.

7. Alternative Resolution & Compensation

Where suitable, complaints may also be referred to independent schemes such as Ombudsman

Services, ProMediate, or Small Claims Mediation.

Clients may also apply to the CLC Compensation Fund in certain circumstances: CLC Compensation

Fund.

Our Commitment

We are committed to:

• Handling all complaints thoroughly and fairly

• Keeping you informed at every stage

• Delivering a professional, courteous, and transparent service