Complaints Procedure

Melrose Solicitors is committed to providing a high standard of legal service to all our clients and prospective clients. If, however, you are not satisfied with any aspect of our service, we have our complaint handling procedures to deal with your concerns.

If you become unhappy or concerned about our service, kindly inform us immediately, so that we can do our best to resolve the cause of your concern or the problem.

We advise you to firstly, to contact the person who is working on your case to discuss your concerns because our aim is to provide appropriate, adequate and best services to you. We aim to objectively resolve any issues at this stage.

If you feel that your concerns are still not yet resolved and wishes to proceed with a formal complaint, kindly inform us or make a request for a copy of our full written Complaints Policy and Procedure. It can be obtained by sending an email to :

Info@melrosesolicitors.co.uk

or contact us through our telephone No:02083407134. And your request will be referred to the Client Care Compliance officer without delay.

The Legal Ombudsman can help with your complaint if you are dissatisfied with the internal complaint procedure within our firm.

You can contact the Legal Ombudsman by calling Telephone Number: 0300 555 0333.

Or by accessing the Legal Ombudsman website :

https://www.legalombudsman.org.uk

You can also make contact by sending an email to them at:

enquiries@legalombudsman.org.uk

While we have our internal complaints procedure to deal with your concerns, and the Legal Ombudsman which also considers your concerns as a first step of your external Complaints avenue, we also acknowledge that occasions may arise where you would want to take your complaints further.

The Solicitors Regulation Authority (SRA) is the body that regulates all law firms in the United Kingdom. They are also available to ensure that clients are given the best service.

If you need to make an external complaint after going through our Internal Complaints procedure, you can contact the SRA to further raise the issues. Please click on the link below to access the SRA website:

https://www.sra.org.uk/consumers/problems/report-solicitor

You will be able to address your complaints also.