1. Introduction
At MSW Law we are committed to providing high-quality legal services. If something goes wrong, we need you to tell us about it. This will help us to improve our standards.
2. How to Make a Complaint
If you have a complaint, please contact us with the details:
In Writing: MSW Law, Albion Mills, Albion Road, Bradford, BD10 9TQ
By Phone: 0161 850 3622
By Email: [email protected]
Please address your complaint to Sarah North (Complaints Manager)
3. Our Complaints Procedure
1. Acknowledgment:
We will send you a written acknowledgment of your complaint within three working days of receipt, along with a copy of this complaints procedure.
2.Investigation:
Your complaint will be investigated by the Complaints Manager, who is responsible for handling client care issues.
The Complaints Manager will review your file and speak to the member of staff who acted for you.
If necessary, we may ask you to provide further information or clarify any points.
3. Response
Within 28 days of acknowledging your complaint, The Complaints Manager will write to you with a detailed response. This will include suggestions for resolving the matter if your complaint is upheld.
If we require more time, we will inform you of the reason for the delay and set a new date for our response.
Escalation
If you are not satisfied with our response, you may contact Kevin Durkin at the address above who will review the initial investigation and response.
Kevin Durkin will write to you within 14 days of receiving your escalation request, confirming our final position on your complaint and explaining our reasons.
Legal Ombudsman
If you remain dissatisfied, you may contact the Legal Ombudsman:
PO Box 6806, Wolverhampton, WV1 9WJ
0300 555 0333
www.legalombudsman.org.uk
You must refer your complaint to the Legal Ombudsman within six months of receiving a final response from us and no later than six years from the act/omission or three years from when you should have reasonably known there was cause for complaint.
Solicitors Regulation Authority
If your complaint involves a breach of the SRA Principles, you may contact the Solicitors Regulation Authority:
www.sra.org.uk/consumers/problems/report-solicitor.page
0370 606 2555