Complaints Procedure

We very much regret any circumstances that may arise that would lead to a client having reason to complain about the services provided on their behalf by the firm.

Any complaints about our standards of service should be addressed to Mr Faizan Patel. 

M&S Law do not want clients to feel unhappy with any aspect of the service that they have received from the firm. If clients have any concerns about any aspect of our service or advice given then we would prefer clients to raise the matter with us at an early stage.

The Procedure 

How do I make a complaint? 

Although not essential in making your complaint, it would be helpful if you could provide details of your concerns in writing.

To help us to understand your complaint, and in order that we do not miss anything, please tell us:

  • your full name and contact details
  • what you think we have got wrong
  • what you hope to achieve as a result of your complaint, and
  • your file reference number (if you have it)

If you require any help in making your complaint, we will try to help you.

Your complaint should be addressed to Mr Faizan Patel who is the Firm’s Risk and Compliance Partner. Mr Faizan Patel is responsible for the handling of client complaints and will retain overall responsibility. Mr Patel works at the Firm’s office at Suite 203, Business First Centre, Davyfield Road, Blackburn, BB1 2QY. 

The steps set out below will be undertaken by Mr Patel. 

How will you deal with my complaint?

We will record your complaint centrally.

We will write to you within three working days acknowledging your complaint and enclosing a copy of this Policy.

We will investigate your complaint. This will usually involve:

  • reviewing your complaint 
  • reviewing your file(s) and other relevant documents, and 
  • speaking with the person who dealt with your matter
  • We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.

We will update you on the progress of your complaint at appropriate times.

We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.

We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 28 days of the date of our letter of acknowledgement although we do have a period of 8 weeks in which to provide a formal response to your complaint.

What if I am not satisfied with the outcome?

If you are unhappy with the outcome of our complaints handling procedure please first let us know and we will review the matter.

If you are still unhappy you can ask the Legal Ombudsman to look into your complaint. You can contact the Legal Ombudsman:

You must usually refer your complaint within six months of our final written response to your complaint and within six years of the act or omission about which you are complaining occurring (or within three years of you becoming aware of it). Further details are available on the website: www.legalombudsman.org.uk
 

What will it cost? 

We will not charge you for handling your complaint.

Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.

The Legal Ombudsman service is free of charge.

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