Complaints and queries
Here at Marches Law we endeavour to provide our clients with the highest level of service. However, in the event that you feel we have not provided you with the service you anticipated you are of course free to make a complaint.
Our complaints procedure is as follows:
1. In the first instance please contact the fee earner working on your matter to discuss your concerns and they will do their best to deal with any issues
2. We would hope that the majority of concerns can be addressed by step 1 above.
However, in the small number of cases where you may still be dissatisfied the next step is to contact our office manager, Alun Mowe, preferably in writing and addressed to our Hereford Office, Marches Law 1 St Peters Square Hereford HR1 2PG. He will acknowledge your complaint within 5 working days of receipt and will usually provide a detailed response in writing within 20 working days. If it is a complicated complaint that would take longer to process he will inform you of this, the reasons for the delay and the revised time scales. As part of resolving or dealing with your complaint he will obtain your file and discuss your matter with the fee earner involved and if it would be beneficial to the parties involved he may invite you to meet him in order to discuss and hopefully resolve your complaint.
3. If you are still not happy with our response you can of course contact the Legal Ombudsman who will look at your complaint independently and speak to both you and us before making any decisions. The legal ombudsman primarily deal with complaints regarding work undertaken and costs and will be able to inform you as to whether or not they can deal with your complaint. They may also wish to see any files and papers relating to your matter. The Legal Ombudsman can be contacted by telephone on 03005550333 or by emailing them at email@example.com. Their postal address is Legal Ombudsman, PO Box 6806, Wolverhampton WV1 8WJ.
4. If you have a complaint regarding theft, closure of business without prior warning, breach of the SRA rules or lies of which has not been satisfied by the above procedure and the legal ombudsman cannot deal with, you can of course speak to the SRA (Solicitors Regulation Authority) at Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN or on 0370 606 2555.