COMPLAINTS POLICY

COMPLAINTS POLICY

General
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 mboulter@mblawyers.co.uk 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.

Complaints procedure
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:

• The case worker will within 5 working days be asked to respond to your letter of complaint and provide any relevant case papers. The Complaints Supervisor will consider and discuss with the case worker the response and the papers.
• You will then within 5 working days receive a written response to your complaint together with suggested remedies (where applicable) to resolve matters.
• Alternatively you will within 5 working days be invited in writing to a meeting to discuss and attempt to resolve the complaint.
• The outcome of the meeting will within 5 working days of it having taken place be confirmed to you in writing.

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 enquiries@legalombudsman.org.uk.

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

Details
MB Lawyers 5 Old Mill Buildings, Mill End, Standon, Ware, Herts, SG11 1LR
Tel: 01763 449128
Email: mboulter@mblawyers.co.uk
Maria Boulter Solicitor SRA No 148723
MB Lawyers SRA No 621332
Authorised and Regulated by the Solicitors Regulation Authority