Macrory Ward

Complaints policy

Introduction

At Macrory Ward we are all committed to providing a high quality legal service to all of our clients and welcome feedback from our clients as it gives us the opportunity to review and improve our service.

Macrory Ward takes all complaints against the firm or any individual representing the firm very seriously and we are committed to a complaints procedure set up to address all client complaints and alleviate any concerns.

Complaints procedure

Any client who is unhappy about any aspect of the service they have received or about any bill should contact Martina Ward or John Macrory by email on martina@macroryward.co.uk or john@macroryward.co.uk or by post to Macrory Ward, 27 Station Road, New Barnet, Herts. EN5 1PH.

The complaint will be reviewed and where possible dealt with directly within five working days. Where more detailed consideration is needed, an acknowledgement of receipt of the complaint will be sent to the client and the complaint will be given due consideration.

If, for any reason, we are unable to resolve any problem to the client’s satisfaction or we do not deal with the complaint within eight weeks, or if objection is made to a bill, the client can contact the Legal Ombudsman on 0300 555 0333 or by post at PO Box 6806, Wolverhampton WV1 9WJ or by email on enquiries@legalombudsman.org.uk.

For additional details go to www.legalombudsman.org.uk.

Normally, the complaint needs to be made to the Legal Ombudsman within six months of receiving a final written response from us about the complaint, or, if we do not deal with the complaint within eight weeks, six months after the expiry of the eight week period for dealing with your complaint. The client may also apply to the court for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman may not consider a complaint about the bill if an application to the court for assessment of the bill has been made.

If concerns are felt about our professional behaviour, for example a belief that we have been dishonest or deliberately over charged or if the client believes we have discriminated against them, a complaint may be made to the Solicitors Regulation Authority.

This policy and complaints procedure is implemented in accordance with the requirements of the Solicitors Regulation Authority rule on complaints handling and is notified to clients in our Terms and Conditions of Business.