Myerson Solicitors LLP - Complaints Procedure

We are committed to providing a high-quality legal service to all our clients. If you think that something has gone wrong, then we need you to tell us about it. This will help us to improve our service.

What to do?

  1. First raise your issue with the Lead Solicitor on your matter, the Supervising Partner and/or the Head of the Department. Most issues can be settled amicably early on before they become a significant complaint.
  2. If the department is unable to resolve your complaint please address your complaint to Tamsin Lloyd, our Client Care Manager, clearly in writing, setting out:

                 a. the grounds of the complaint;

                 b. the circumstances giving rise to the complaint; and

                 c. how you wish the complaint to be resolved.

You can send your written complaint to Tamsin using the Firm’s postal address (below) or by email to tamsin.lloyd@myerson.co.uk.

What will happen next?

  1. Within two days of receipt of your complaint, your complaint will be recorded in our central register.
  2. Within five days of receipt of your complaint, we will acknowledge your complaint in writing. We will let you know the name of the person who will be dealing with your complaint.
  3. We will then start to investigate your complaint. In most cases, we expect to be able to complete our investigation within four weeks of receiving your complaint, however, in some circumstances, it may take longer. Our investigations will involve discussing the matter with the member(s) of staff who have acted for you and considering the file. We may ask you for more information.
  4. Within one month of receiving your complaint, we will write to you. If we have completed our investigation, our letter will tell you about our decision. If we need more information from you, we will ask you for further details. We may suggest that you meet with our Client Care Manager.
  5. Where possible we will send our final decision within six weeks of the Client Care Manager receiving your complaint in writing.

The Legal Ombudsman

 If we are unable to help, or you are unhappy with our response, you have the right to send your complaint for an independent review to the Legal Ombudsman, who can investigate complaints up to 6 years from the date of a problem occurring, or up to three years from the date you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint.

The contact details for the Legal Ombudsman are as follows:

Address: PO Box 6806 Wolverhampton WV1 9WJ

Email: enquiries@legalombudsman.org.uk

Telephone: 0300 555 0333

Website: www.legalombudsman.org.uk