Our complaints handling procedure

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we 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. If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.

How to complain and when a complaint can be made to the Legal Ombudsman & What to do 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 9.00 to 17.00. Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

How and when a complaint can be made to the Solicitors Regulation Authority & What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help 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. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

Marshalls Full Complaints Procedure

1. We will send you a letter acknowledging receipt of your complaint within 7 days of us receiving the complaint, enclosing a copy of this procedure.

2. We will then investigate your complaint. This will normally be dealt with by Denyse Marshall, who will review your matter file and speak to the member of staff who acted for you.

3. Denyse Marshall will then invite you to a Microsoft Teams meeting to discuss and hopefully resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter.

4. Within 7 days of the meeting, Denyse Marshall will write to you to confirm what took place and any solutions she has agreed with you.

5. If you do not want a meeting or it is not possible, Denyse Marshall will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending to you the acknowledgement letter.

6. At this stage, if you are still not satisfied, you should contact us again.

7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

8. If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 15870, Birmingham, B30 9EB about your complaint. Any complaint to the Legal Complaints Service must usually be made within six months of the date of our final decision on your complaint but for further information, you should contact the Legal Ombudsman Service (0300 555 0333 or refer to www.legalombudsman.org.uk).