Complaints Handling Procedure
This is the procedure to which reference is made in our Standard Terms of Engagement and on our website and is to be made available to clients on request.
We hope that you never have reason to complain. If you do, please follow these steps to ensure that your concerns are resolved quickly:
Please speak to the person handling your case. You may prefer to put your concerns in writing, in which case please send your letter or an email to the person who is acting for you.
If your main contact is not able to resolve matters to your satisfaction or if you find it difficult to speak to them about a complaint, please write to or call Hugh Gardner, who is a senior partner. His details are:
Marriott Harrison LLP
11 Staple Inn
Telephone: +44 (0)20 7209 2042
If at any stage you would prefer to meet with the person dealing with your complaint then just let us know.
What we will do
Any complaint to the person acting for you or Hugh Gardner will be dealt with quickly and a genuine effort will be made to respond to your concerns.
We will acknowledge your complaint within three days to let you know that we are looking into your concerns.
After sending you an acknowledgment, we aim to investigate your complaint and give you a full response within 21 days but if your complaint is more complex we may require more time, and will let you know when you will receive a full response.
If our service to you is found to be below standard we will discuss ways in which we can make things better or, if appropriate, recompense you in some way.
The following applies only in the case of individuals, micro-enterprises, or a charity, club, association or organisation or a trust, in each case with an annual income of less than £1 million, or the personal representative or residuary beneficiary of the estate of any person:
Legal Ombudsman (LeO)
If after the above procedure has been followed you still remain dissatisfied or after a period of eight weeks from the date of making the complaint to us, you can refer your compliant to the Legal Ombudsman (LeO.) whose contact details are:
Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Telephone: 0300 555 0333
Normally, the Legal Ombudsman will only accept your complaint if you tell them of it within 6 months of receiving a final written response from us about your complaint and no more than six years from the date of the act/omission or no more than three years from when you should reasonably have known there was cause for complaint.
We do recommend that you attempt to resolve your problem using our internal complaints procedure before contacting the Legal Ombudsman.