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We at Mountain Partnership Solicitors are committed to providing you with the best legal service possible and hope that there is no cause for complaint. However, in the unlikely event that you feel that something has gone wrong and you become unhappy with the service that we provide, please tell us immediately. We will endeavour to rectify this situation and resolve the problem.
If you have a complaint, please contact us with the details. Please write to the partner whose details were provided in the client care letter sent to you or alternatively the head of department as clearly stated in your client care letter.
01We will send you a letter acknowledging receipt of your complaint within three working days, enclosing a copy of this procedure.
02We will then investigate your complaint. This will normally involve passing your complaint to the senior partner in the department responsible for your file, who will review your matter file and speak to the member of staff who acted for you.
03They will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter. Alternatively, they may invite you to a meeting to discuss and hopefully resolve your complaint.
04At this stage, if you are still not satisfied, you should contact us again and we will arrange for another senior partner to review the decision.
05We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
Although we hope that we can resolve your complaint, you can contact the Legal Ombudsman if you are still unhappy. They will look at your complaint independently and will act impartially. Before they investigate your complaint, they will check that you have tried to resolve the issue with ourselves first. You can take your case to them:
01Within six months of receiving our final response and.
02No more than six years from the date of act/omission; or.
03No more than three years from when you should reasonably have known there was cause for complaint..
Legal Ombudsman,PO Box 6806,Wolverhampton,WV1 9WJ
If you have concerns about our professional conduct in relation to how we have treated you, you can also contact the Solicitors Regulation Authority at:
www.sra.org.uk/consumers/problems/report-solicitor.pageTelephone – 0370 606 2555 (call charges may apply)
8am-6pm – Monday,Wednesday, Thursday & Friday) 9.30am – 6pm Tuesdays