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Complaints Procedure

How to Make a Complaint

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Marsons Solicitors Complaints Procedure

We are committed to providing a high quality legal service to all our Clients. When something goes wrong, we need you to tell us about it as this will help us improve our standards.

If you have a complaint please contact Jennifer White, our Client Care Partner. You can contact her at:
‍
Leonard House
7 Newman Road
Bromley
Kent
BR1 1RJ

Alternatively, you can make contact with us through our contact page.

What will happen next?

  1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the person dealing with your complaint. You can expect to receive our letter within 2 days of us receiving your complaint.
  2. We will acknowledge your reply and confirm what will happen next. You can expect to hear from us within 3 days of receiving your complaint.
  3. We will then start to investigate your complaint. This may involve one or more of the following steps:
  • Reviewing the file.
  • Discussing the matter with the case handler in question.
  • Seek further information from you if necessary for clarification.

We expect this to take 7 days.

4. We will then write a detailed reply to your complaint within 7 days after our investigation is completed. If, at this stage, you are still not satisfied you can write to us again. We will then arrange for our decision to be reviewed by a partner who has not been involved in your complaint. That review will take place within 7 days.

5. We will let you know the result of the review within 7 days of the end of the review. At this time, we will write to you confirming our final position on your complaint and explaining our reasons. If you are still not satisfied you can then contact the Legal Ombudsman about your complaint. The address is:

Legal Ombudsman
PO Box
6167
Slough
SL1 0EH

https://www.legalombudsman.org.uk/

Complaints to the Legal Ombudsman must be made within 12 months of the date of the act or omission complained of or one year from when the complainant should have realised that there was a cause for complaint.

It is this Firm's intention to resolve all matters that it possibly can regarding suggestions, comments or complaints about the standard or quality of service provided. The above procedure is to assist us in finding resolution. Therefore, if we have to change any timescales as set out above or the procedure followed, we do so with the view to achieving the best solution for you. We will of course advise you immediately as to any change and the reasons why.

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