COMPLAINTS PROCEDURE

  • We strive to offer the best service possible to every client. If you are displeased with our service or our charges, please contact us as soon as possible so that we may resolve your concerns.

 

How to make a complaint

  • Please contact Mariel Irvine in writing by email to irvine@marielirvine.com, or by letter to 1 Luke Street, London EC2A 4PX.

  • Please provide your full name and contact information, together with a description of what you believe went wrong, and how you would like your complaint to be resolved.

 

How we will deal with your complaint

  • We will acknowledge your complaint in writing within seven working days and include a copy of this document with the response.

  • We will then investigate your complaint. This will usually involve reviewing your file(s) and other relevant documents.

  • We may need to request further information or documents from you. If this is the case, we will ask you to provide the information within a certain time frame.

  • We will update you on the progress of your complaint.

  • If appropriate, we may invite you to a face to face meeting to discuss your complaint. You are not required to attend if you do not wish to do so or are unable to do so. We may also discuss your complaint over the telephone or in a virtual meeting.

  • At the end of our investigation, we will write to you to inform you of what we have done and what we propose to do to resolve your complaint. Where practicable, we will endeavour to do this within 21 days after sending our letter of acknowledgement.

 

What will it cost?

  • We will not charge you for handling your complaint. Please note that the Legal Ombudsman service is free of charge.

 

If we cannot resolve your complaint

  • We have eight weeks to consider your complaint. If we have not resolved it within this time, you may be able to complain to the Legal Ombudsman. This applies if you are an individual, a business with fewer than 10 employees and turnover or assets not exceeding a certain threshold, a charity or trust with a net income of less than £1m, or if you fall within certain other categories. (You can find out more from the Legal Ombudsman).

  • 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 already tried to resolve your complaint with us, then you must take your complaint to the Legal Ombudsman:

    • Within six months of receiving a final response to your complaint; and

    • No more than six years from the date of any act or 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 at :

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

 

 

What to do if you are unhappy with our behaviour

  1. The Solicitors Regulation Authority can help if you are concerned about the morality of our behaviour.  This might be as a result of discriminatory conduct or suspected dishonesty, for example.  Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

 

28 February 2022