Our Commitment

We are committed to providing a high-quality legal service to all our clients. If
something goes wrong, we need you to tell us about it. This helps us improve our
standards and resolve issues promptly and fairly.
This complaints procedure is designed to comply with the requirements of the Law
Society, the Solicitors Regulation Authority (SRA), and the Legal Ombudsman.

How to Make a Complaint

If you are unhappy with any aspect of our service, please contact us as soon as
possible so that we can address your concerns.

Step 1 – Informal Resolution
Where possible, we encourage clients to raise concerns with the person handling
their matter. Many issues can be resolved quickly and informally at this stage.
If you do not feel comfortable doing this, or the issue is not resolved, you may
proceed to Step 2.

Step 2 – Formal Complaint
Please put your complaint in writing, either by letter or email, and include:

• Your name and contact details
• A clear description of your complaint
• Any relevant dates, documents, or reference numbers
• Complaints should be addressed to: Complaints Handling Partner / Officer Alex Atkins alex.atkins@marlborough-law.com

Our Complaints Handling Process

1. Acknowledgement
We will acknowledge receipt of your complaint in writing within 7 days.

2. Investigation
Your complaint will be investigated by the Complaints Handling Partner or another senior member of staff not directly involved in the matter where
possible.

3. Response
We will provide a written response setting out:
o Our findings
o Any proposed resolution or remedial action. This will usually be provided within 28 days of acknowledging your
complaint.

4. Further Review
If you are not satisfied with our response, you may request a further review.

5.This request should be made within 14 days of our response, and the matter will be reviewed by a different senior individual where appropriate.

Legal Ombudsman

If we are unable to resolve your complaint to your satisfaction, you have the right to refer your complaint to the Legal Ombudsman, provided you do so within the relevant time limits.

Legal Ombudsman Contact Details

 Address: PO Box 6806, Wolverhampton, WV1 9WJ
 Telephone: 0300 555 0333
 Website: www.legalombudsman.org.uk

You must normally contact the Legal Ombudsman:

 Within six months of receiving our final written response, and
 No more than one year from the act or omission complained about (or one
year from when you should reasonably have known there was cause for
complaint).

Complaints to the SRA

The Solicitors Regulation Authority can help if you are concerned about our professional conduct, such as issues involving dishonesty, discrimination, or breaches of professional rules.

 Website: www.sra.org.uk
 Email: report@sra.org.uk
The SRA does not deal with complaints about service quality.

Record Keeping and Continuous Improvement
All complaints are recorded and reviewed regularly to identify trends and improve our services. Making a complaint will not affect how we handle your legal matter.

Accessibility

We are happy to provide this procedure in alternative formats or offer assistance if you require help making a complaint.