Complaints procedure

We want to give you a good service. If at any point you are unhappy with something we have done, or not done, please tell us so that we can put it right.

How to complain

Raise it first with the person handling your matter. If you would rather not, or if you are not satisfied with their response, contact the firm’s principal, Maria Lloyd, in writing at 8A Oxford Road, Altrincham WA14 2DY, or by email to admin@marialbsolicitors.co.uk. Please set out what has happened and what you would like us to do about it.

What we will do

1. We will acknowledge your complaint in writing and record it.
2. We will investigate it, which will usually involve reviewing your file and speaking to the person concerned.
3. We will write to you with the outcome, our reasons, and what we propose to do.
4. If you are not satisfied with that outcome, you may ask us to review it.

Timescales for each stage are to be confirmed by the firm and inserted here before launch. The SRA expects a complaints procedure to state them.

The Legal Ombudsman

If we cannot resolve your complaint, you may be able to refer it to the Legal Ombudsman. There are time limits for doing so, and the Ombudsman will normally expect you to have used our own complaints procedure first.

Contact details and current time limits for the Legal Ombudsman are to be confirmed against the Ombudsman’s published guidance immediately before launch, so that the figures on this page are accurate on the day it goes live.

The Solicitors Regulation Authority

The Legal Ombudsman deals with complaints about service. If your concern is about our professional conduct or behaviour, you can report it to the Solicitors Regulation Authority.