If you have a complaint
If you have a complaint, please contact Michael Black who will be responsible for dealing with client care issues.
You can contact him by post at Markel Law LLP, 11th Floor, 82 King St, Manchester, M2 4WQ, via email at firstname.lastname@example.org or by telephone on 0345 351 0025.
On receipt of a complaint
- We will acknowledge receipt of your complaint promptly.
- We will ensure an appropriately qualified and senior individual investigates your complaint.
- We will investigate your complaint fully and provide you with a comprehensive response including the decision arrived at as soon as reasonably practicable and in any event within 28 days of receipt of your complaint. If it is not possible to respond within 28 days you will be notified of the reasons for this and provided with a further timescale for a final response which will be no longer than 8 weeks from the date of the complaint.
If you are dissatisfied with the outcome
At this stage, if you are still not satisfied, you should contact us again and we will arrange for a member of the senior leadership team who has not had any dealings with your matter to review the initial decision.
We will write to you within 28 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
Legal Ombudsman Service
Once our own procedure is complete, if you are still not satisfied with our handling of your complaint or the outcome, you may contact The Legal Ombudsman Service by post at PO Box 6806, Wolverhampton WV1 9WJ, by email at email@example.com or by telephone on 0300 555 0333 and ask them to consider the matter. You are required to allow us adequate time to satisfactorily resolve your complaint before referring the matter to The Legal Ombudsman but you must contact the Ombudsman within six months of the final response from ourselves. Details of further time limits and conditions that may apply can be found at www.legalombudsman.org.uk or directly from the Ombudsman’s office.
If you wish to make a complaint of discrimination or harassment, you should also use this complaints procedure.
Alternative complaints bodies, such as Ombudsman Services, ProMediate and Small Claims Mediation exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
We do not automatically agree to use these schemes but would discuss this with you.
Objecting to our bill(s)
You also have the right to object to our bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974.
Non-payment of our bill(s)
You should be aware that the firm may be entitled to charge interest if all or part of our bill(s) remains unpaid.