COMPLAINTS POLICY
Our Complaints Policy
We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our service.
Our complaints procedure
What happens next?
We know it can sometimes be disconcerting to raise a complaint but we will never be offended if you do so. Your case or transaction will not be prejudiced by you raising concerns either. We hope you will not have any reason to complain, but in case you do, you should follow the procedure below.
The time limits for bringing a complaint to our attention are set out in our Terms and Conditions of Business, namely within six months of the end of the matter on which you instructed us, or within three months of you becoming aware of the circumstances giving rise to your complaint, whichever is the later. If you wish to complain about our service after the expiry of these time limits you may still be able to make a complaint directly to the Legal Ombudsman, but we will not be obliged in those circumstances to consider your complaint under this procedure and you should contact the Legal Ombudsman to establish whether your complaint falls within the scope and time limits of the Ombudsman’s scheme. Ordinarily, the time limit for making a complaint to the Legal Ombudsman is one year from the act or omission complained of, or one year from when you should reasonably have known there was cause for complaint.
First stage
- In the first instance, please raise your concerns directly with the person dealing with your case or transaction by email, post or over the phone.
Second stage
- If you feel that it is too delicate for you to raise this directly with them, or they have not addressed all your concerns to your satisfaction, you should raise your concerns with the Principal/Complaints Officer/Compliance Officer of the firm Roseline Obi using the firm’s email: info@mirachsolicitors.com
- When you do so, please set out as much detail as possible regarding your complaint. You may find the template letter on the Legal Ombudsman’s website useful (http://www.legalombudsman.org.uk/). We prefer to receive your complaint by post or email as we can then make sure we reply to all the points you raise.
Third Stage
- If you remain unhappy, you have the right to complain to the Legal Ombudsman, an independent and impartial body, but you must do so within 6 months of our final letter to you, which we will always make clear when sending our final letter. The Ombudsman’s contact details are:
Legal OmbudsmanPO Box 6167Slough. SL1 0EH
Telephone: 0300 555 0333Email address: enquiries@legalombudsman.org.ukWebsite: www.legalombudsman.org.uk
If your complaint against us is mostly related to issues concerning dishonesty, finance, unfair treatment/discrimination because of age, disability or other characteristics, you have the right to contact our regulatory body – The Solicitors Regulation Authority (SRA) who also deals with behaviour and conduct issues. Visit their website at – https://www.sra.org.uk/
Whereby you are dissatisfied with the resolution of any invoice/bill complaint, it is also within your right to object to such payment by applying to the Court for an assessment of the bill under Part III of the Solicitors Act 1974, but there could be costs implication against you if the invoice is not reduced.