Complaints Procedure

Marriott Harrison LLP is committed to high quality legal advice and client care.  If you are not satisfied at any time with the service we are providing, you should inform us immediately so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your matter to discuss your concerns and we will do our best to resolve any issues at this stage.  If that does not resolve the problem to your satisfaction you should contact our managing partner Hugh Gardner on 020 7209 2042 or hugh.gardner@marriottharrison.co.uk.  A copy of our complaints handling procedure is available here.  Making a complaint will not affect how we handle your matter.

The Solicitors Regulation Authority (“SRA”) can help you if you are concerned about our behaviour.  This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.  You can raise your concerns with the SRA at https://www.sra.org.uk/consumers/problems/report-solicitor.page.

If the issue remains unresolved, then you may complain to the Legal Ombudsman if you are:

  • an individual;
  • a micro-enterprise (meaning an enterprise with fewer than 10 staff and whose annual turnover does not exceed 2 million Euros);
  • a charity that had an annual income net of tax of less than £1 million at the time of making the complaint;
  • a club, association or organisation, the affairs of which are managed by its members or a committee or committees of its members, with an annual income net of tax of less than £1 million at the time of making the complaint;
  • a trustee of a trust with an asset value of less than £1 million at the time of making the complaint;
  • a personal representative of an estate of a person or a beneficiary of an estate of a person, in each case where the person concerned was entitled to bring the complaint before his or her death but had not referred the complaint to the ombudsman scheme.

The address of the Legal Ombudsman is PO Box 6806, Wolverhampton WV1 9WJ.  Website: www.legalombudsman.org.uk.
Email: enquiries@legalombudsman.org.uk.
Call: 0300 555 0333 between 9am to 5pm.

Generally, before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.  If you have done this you must take your complaint to the Legal Ombudsman within six months of your receiving a final response from us 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.