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Any expression of dissatisfaction about the service you have received from MSD Solicitors will be considered seriously and we will ensure that we respond promptly to any complaint.

MSD Solicitors is committed to providing a professional, efficient and courteous service to all our clients.  If you feel that we have failed to achieve an acceptable standard of service we want you to tell us.  We regard it as an opportunity to monitor and improve our quality of service.  We will investigate your concerns objectively and try to generate a positive and speedy solution.

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Our complaints policy

We are committed to providing a high-quality service to our clients.  This includes a commitment to putting things right when they go wrong.  This policy explains how we will deal with any complaint.

 

Our complaints procedure

If you have a complaint, please let the Principal Solicitor know, whether by post to this office or by e-mail, which can be found in your initial client care letter. It is helpful if you put your concerns into writing, but if you would prefer not to, or if you would find it difficult to do so, he can be contacted by phone at 0161 503 0553.

 

If you have special needs that we should take into account due to language or disability, please let us know.

 

To explain to you how long our process might take we have included our target times for each stage of the process. Where, for any reason, it is not possible to observe any of these limits we will let you know and explain why.

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Action: Acknowledge the complaint in writing and send a copy of the complaints procedure

Timescale: Within two working days

 

Action: Invite you to a meeting or to discuss the issues by telephone

Timescale: Within two working days

 

Action: Confirm the outcome of the meeting or telephone conversation in writing

Timescale: Within three working days of the meeting/telephone conversation

 

Action: Investigate the issues

Timescale: Within 14 days of receiving the complaint

 

Action: If a meeting/telephone discussion is not possible or required - Investigate the issues and write to you with the outcome

Timescale: Within 21 days

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Action: Review and close the complaint

Timescale: Within 8 weeks of receiving the complaint

 

Legal Ombudsman

If you do not agree with the outcome of our complaints process, or we fail to investigate it within 8 weeks, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers. Complaints to the Legal Ombudsman must usually be made within six months of our final response to your complaint.

 

The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

 

The address is PO Box 6806, Wolverhampton WV1 9WJ, telephone 0300 555 0333 or email enquiries@legalombudsman.org.uk

 

You may alternatively contact the Solicitors Regulation Authority (SRA) if you have concerns as to whether we have breached any of their professional rules for solicitors or if you are concerned about our 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.

 

Details will be found at www.sra.org.uk/solicitors/standards-regulations/principles and the SRA can be contacted at The Cube, 199 Wharfside Street, Birmingham B1 1RN, or by email to  contactcentre@sra.org.uk.

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