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 person dealing with your complaint. You can expect to receive our letter within 2 days of us receiving your complaint.
    2. We will acknowledge your reply and confirm what will happen next. You can expect to hear from us within 3 days of receiving your complaint.
    3. 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
      • Seeking further information from you if necessary for clarification.

      We expect this to take 7 days.

    4. We will then write a detailed reply to your complaint within 7 days after our investigation is completed. If, at this stage, you are still not satisfied you can write to us again. We will then arrange for our decision to be reviewed by a partner who has not been involved in your complaint. That review will take place within 7 days.
    5. We will let you know the result of the review within 7 days of the end of the review. At this time, we will write to you confirming our final position on your complaint and explaining our reasons. If you are still not satisfied you can then contact the Legal Ombudsman about your complaint. The address is:

    Legal Ombudsman
    PO Box 6167
    Slough SL1 0EH


    Complaints to the Legal Ombudsman must be made within 6 months of receiving our final response to your complaint and no more than one year from the date of the act or omission complained of or one year from when you should have realised that there was a cause for complaint.

    It is this Firm’s intention to resolve all matters that it possibly can regarding suggestions, comments or complaints about the standard or quality of service provided. The above procedure is to assist us in finding 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 as to any change and the reasons why.

    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.

    I have used the team at Marsons for a number of contentious and non-contentious matters and I am delighted with the level of pragmatic, timely and cost effective advice that they have provided me with each time. It really is a pleasure to deal with people who know what they are doing and who take the time and trouble to provide you with a first rate service. They come highly recommended by me.

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