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 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.


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

 How to complain  to the Legal Ombudsman 

 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:

Time Limits for Complaining to the Ombudsman: 

          You must apply to the Legal Ombudsman: 

  •       Within six months of receiving our final response to your complaint


  •       No more than one year from the date of act/omission being complained about; or
  •       No more than one year from when you should reasonably have known there was cause for complaint.


Contact details for the  Legal Ombudsman


Telephone :0300 555 0333 between 9.00 to 17.00.


Address: Legal Ombudsman PO Box 6167 Slough SL1 0EH

Contact Us