MB Lawyers is committed to providing a high standard of service, consistent with the highest professional standards and in accordance with the Solicitors’ Code of Conduct 2011.
MB Lawyers aim at all times to deal with everyone in a way that is fair, transparent, and proportionate and to provide value for money.
All Solicitors must attempt to sort out any problems that may arise with their services and charges including the standard of client and case care as well as their bills.
It is important to MB Lawyers that any problem or concern or complaint raised by you as client(s) is sorted out without any unnecessary delay.
A complaint means an oral or written expression of dissatisfaction which alleges that the
complainant has suffered (or may suffer) financial loss, distress, inconvenience or other detriment.
The details of the person dealing with your case will always be confirmed to you in writing in my letter of engagement.
As a Sole Practitioner Maria Boulter will always be responsible for your case (case worker). The Solicitors Regulation Authority also requires a supervisor to be allocated to each case. Again as a Sole Practitioner Maria Boulter will be the supervisor in your case.
Any query, problem or complaint you have about the work of MB Lawyers, service and or fees, should be raised initially with Maria Boulter either by telephone on 01763 449 128,by email at firstname.lastname@example.org or in writing at MB Lawyers 5 Old Mill Buildings, Mill End, Standon, Ware, Herts, SG11 1LR.
MB Lawyers is required by the Solicitors Regulation Authority to have in place a Complaints Supervisor if you would prefer not to deal with Maria Boulter directly or if we cannot sort things out between us.
The Complaints Supervisor is Michael Casson of Rainer Hughes Solicitors. He can be contacted in writing by post at Oak House 46 Crossways Shenfield Essex CM15 8QY.
The letter should contain as much information as possible about the complaint together with copies of any relevant documents.
Once the complaint is received the Complaints Supervisor will start the Complaints Procedure detailed below and report to all parties the outcome together with the action(s) if any to remedy the problem.
On receipt of a letter of complaint to the Complaints Supervisor you will be sent a letter within 7 working days acknowledging your complaint and asking you to confirm or explain the details given.
Your complaint will, within 7 working days of receipt, be recorded within a central register and a separate file will be opened for the complaint.
On receipt of a reply to our acknowledgment letter you will within 7 working days be told in writing what will happen next.
The complaint will then start to be investigated. This will usually involve the following steps:
If it is necessary to change the timescale for the complaints procedure you will be notified in writing together with an explanation.
If matters cannot be resolved using the complaints procedure you should contact the Legal Ombudsman via the website www.legalombudsman.gov.org or by telephone on 0300 555 0333 or by post at P O Box 6806 Wolverhampton WV1 9WJ or by email at email@example.com.
Any complaint to the ombudsman should be made within 6 months of receiving a final written response to your complaint from us and within 6 years of the act or omission about which you are complaining or no more than 3 years from when you should reasonably have known there was a cause to complain otherwise you may prejudice your position.
Complaints about a bill
You can challenge a bill of costs as above
In certain claims and you may be able to object to your bill by applying to a court for an assessment of the bill under Part 111 of the Solicitors Act 1974.
Please note that if all or part of a bill remains unpaid MB Lawyers may be entitled to charge interest
MB Lawyers 5 Old Mill Buildings, Mill End, Standon, Ware, Herts, SG11 1LR
Tel: 01763 449128
Maria Boulter Solicitor SRA No 148723
MB Lawyers SRA No 621332
Authorised and Regulated by the Solicitors Regulation Authority