HOW TO COMPLAIN
We hope that you will be happy with the quality of service we provide. If however, you have any complaint about the handling of your case or any bill issued, please tell us about it by writing to the Complaints Officer at M2M Community Solicitors LLP, Pentax House, South Hill Avenue, South Harrow HA2 0DU. One of the partners will then deal with your complaint. If your complaint is about one of the partners, the other partner will deal with your complaint.
We will not charge you for the cost of investigating the complaint.
You may also object to a bill in some circumstances by applying to the court for assessment of the bill under Part III of the Solicitors Act 1974.
You must first address any complaint directly to us as above.
Our Complaints Procedure is as follows:
Step One:
Please let us know the full nature of the problem, if you have not already done so. You can do this by emailing us at info@m2mcommunitysolicitors.co.uk where the complaint will be dealt with by Marie Quinn unless it is about Marie Quinn in which case the complaint will be dealt with by Miriam Geevarghese. If you do not have access to email you are welcome to write to us at Pentax House, South Hill Avenue, South Harrow, HA2 0DU or telephone the office on 020 8938 4611.
Step Two:
We will write to you acknowledging your complaint within three working days.
Step Three:
Once we have received your response to providing any additional information and your confirmation that we have understood the summary of the complaint within step 2 above we will start to investigate your complaint. We would normally do this within 7 days of receiving your response to the response of the step 2 letter. If, for some reason, the matter cannot be investigated in this timeframe, we will write to you notifying you of this together with the reason why and giving a revised timescale.
Step Four:
Once the investigation has been completed we will write to you with a detailed, written response, including any proposed solution, within 14 working days of receiving your response to our step 2 letter.
Step Five:
If you are satisfied with our response in either Step three or four above, that will be the end of the matter.
Step Six:
If you remain unsatisfied, you can contact the Legal Ombudsman at
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Telephone: 0300 555 0333 (Calls are charged at a local rate and are recorded)
Email: enquiries@legalombudsman.org.uk
The complaints section of the Legal Ombudsman website can be found by following the link below:
https://www.legalombudsman.org.uk/?portfolio=complaint-form-legal
They are the independent complaints handling body for Solicitors established under the Legal Services Act 2007, that deals with legal services complaints. Please note that you have the right to complain to the Legal Ombudsman within a year of the problem you are complaining about happening, or if the problem occurred more than one year ago, you need to bring your complaint to them within a year of you becoming aware of the problem. For further information you can contact the Legal Complaints Service on 0300 555 0333 or LCS: Legal Complaints Service home 2020
Please note that there are alternative complaints bodies (such as ProMediate) who exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We do not agree to use ProMediate.
Complaints about the conduct of M2M Community Solicitors LLP or one of its solicitors
If you think that one of the solicitors at M2M Community Solicitors LLP or the organisation itself is acting dishonestly or in breach of the principles of a solicitor, that is they are not behaving independently, with integrity to best serve the interests of their clients and the public interest, then you can make a complaint to the Solicitors Regulation Authority. Details of how to do this can be found at the following link:-
http://www.sra.org.uk/consumers/problems/report-solicitor.page
The conduct rules for solicitors can be found the Solicitors Regulation Authority website at the following link:-
SRA | SRA Standards and Regulations | Solicitors Regulation Authority