Complaints Policy

At M.A Solicitors, we are committed to providing a high quality, professional and supportive service. If something has gone wrong, we want to know. Telling us about a concern will never affect how we handle your case.

How to Complain

You can raise a complaint verbally, in writing or by email. Please first speak with the fee earner dealing with your matter, as many issues can be resolved quickly.

If you would like to make a formal complaint, then you can read our full complaints procedure HERE 

Legal Ombudsman

If we cannot resolve your complaint, you may be able to refer it to the Legal Ombudsman.

You must normally contact them:

• Within six months of our final response
• Within one year of the issue you are complaining about, or
• Within one year of when you should reasonably have known there was a problem

Legal Ombudsman contact details: Telephone: 0300 555 0333 Email: enquiries@legalombudsman.org.uk Website: www.legalombudsman.org.uk

Concerns About Conduct (SRA)

If your concern relates to professional conduct, such as dishonesty, discrimination or breaches of SRA rules, you can contact the Solicitors Regulation Authority at: www.sra.org.uk

Alternative Dispute Resolution

Alternative complaints bodies such as ProMediate exist, but we have chosen not to use an ADR scheme. We will consider any request, but we are not obliged to agree.

Accessibility

If you need this information in another format or require assistance in making a complaint, please let us know and we will make reasonable adjustments.