Complaints Procedure

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then please write to us at Maysons Solicitors, Burnley Business Centre, Liverpool Road, Burnley, Lancashire, BB12 6HH. We will try to resolve any problem quickly and operate the firm’s complaints procedure to help us resolve the problem. Making a complaint will not affect how we handle your case.

Our complaints handling procedure

  1. Within five days we will send you a letter acknowledging your complaint and ask you to confirm or explain any details. If it seems appropriate, we will suggest a meeting at this stage.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our Complaints Director who will review the relevant file(s) and speak to the member of staff who acted for you.
  3. The Complaints Director will write to you with the investigation outcome setting out his/her views on the situation and any solution that he/she feels would be appropriate. Such action will be within 14 days of your complaint being acknowledged.
  4. At this stage, if you are still not satisfied, please let us know. We will then arrange to review our decision. Depending on the issues and if appropriate, we may at this stage arrange for another Director to review the decision.
  5. We will write to you within 14 days of receiving your review request, confirming our final position on your complaint and explain our reasons.
  6. If we have to change any of the timescales above we will let you know and explain why.

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

You can raise your concerns with the Solicitors Regulation Authority.

What to do to if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint and
  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ