Complaints Procedure

Complaints Procedure


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    We are committed to providing a high quality legal service to all our clients. When something goes wrong, we need you to tell us about it as this will help us improve our service. We will do our best to resolve the problem. It may be helpful, in the first instance, to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage.

    If you want to make a formal complaint, please contact Jennifer White, our client Care Partner. You can contact her at:

    Marsons Solicitors LLP
    Leonard House
    7 Newman Road
    BR1 1RJ

    Telephone: 020 8313 1300


    Please set out in writing the details of your complaint.

    What will happen next?

    1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person dealing with your complaint. You can expect to receive our letter within 3 days of us receiving your complaint.
    2. We will then start to investigate your complaint. This may involve one or more of the following steps:
      • reviewing the file.
      • discussing the matter with the case handler in question.
      • seek further information from you if necessary for clarification.

      We expect this to take 14 days. If further time is required to respond, we will advise you of the timescale.

    3. We will then either:
      • write a detailed reply to your complaint with our suggested solutions and proposals.
      • suggest and arrange a meeting with you if appropriate to discuss matters and seek a resolution.

      Our reply and suggestions for resolution will be sent to you within 7 days after our investigation is completed.

    4. If at this stage you are still not satisfied you can write to us again. We will then arrange for a review of our decision by a partner who has not been involved in your complaint. That review will take place within 7 days and we will then write to you confirming our final position on your complaint and explaining our reasons.
    5. It is the Firm’s intention to resolve (where possible) all suggestions, comments or complaints about the standard or quality of service provided. The above procedure is to assist us in finding a resolution. Therefore, if we have to change any timescales as set out above or the procedure followed, we do so with the view to achieving the best solution for you. We will of course advise you immediately of any change and the reasons why.

    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.


    • 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:

    Legal Ombudsman
    PO Box 6806
    WV1 9WJ

    Telephone: 0300 555 0333 between 9:00 to 17:00



    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.


    Thank you. A well explained system. I was kept up to date at all times. Everything was fully explained by either letter or a quick phone call. A very professional service

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