At Marcus & Co Solicitors Ltd, we define a complaint as any reasonable expression of dissatisfaction or grievance raised by a client regarding our service.
We are committed to handling all complaints fairly, promptly, and professionally. Any member of staff who first receives a complaint or expression of dissatisfaction will ensure it is recognised and dealt with appropriately, whether the complaint is made:
- In writing (for example by letter or fax)
- By email or other electronic communication
- Verbally, including by telephone or in person
What Happens When We Receive a Complaint
All complaints received by the firm will be:
- Recorded in our central complaints register
- Acknowledged promptly
- Responded to with a substantive reply within two weeks of receipt wherever possible
- Managed with clear information on who to contact if the client remains dissatisfied at any stage
- Reviewed with consideration given to appropriate redress and any improvements needed to our procedures
How Complaints Are Investigated
Once a complaint is received, it will be referred to our Complaints Manager, who will:
- Identify the cause of the complaint and the issues raised
- Discuss the matter with the relevant fee earner or staff member involved
- Request a written summary of the complaint if one has not already been provided
- Assess whether the complaint has merit
- Decide what action should be taken to resolve the matter
- Consider steps to prevent similar issues arising in future
Complaints About the Complaints Manager
The Complaints Manager has overall responsibility for handling complaints. If a complaint is made about the Complaints Manager, it will be handled by a designated director or another senior member of staff in accordance with the same procedure. Where relevant, clients will be informed of the appropriate contact person in writing.
At Marcus & Co Solicitors Ltd, we are committed to providing a high standard of service and maintaining clear, transparent procedures for complaints and client feedback.
Information Provided at the Start of Our Service
At the outset of every matter, clients will be informed in writing of:
- Their right to make a complaint about our service or our charges
- How a complaint can be made and who it should be addressed to
- Their right to refer a complaint to the Legal Ombudsman, including when and how this can be done
If a Complaint Is Not Resolved
If a complaint has not been resolved to the client’s satisfaction within 8 weeks of being raised, we will write to the client to explain:
- Their right to refer the matter to the Legal Ombudsman
- The relevant time limits for doing so
- Full contact details for the Legal Ombudsman
Where our internal complaints procedure has been exhausted, we will also confirm:
- If we are unable to resolve the complaint
- The name and website address of an approved Alternative Dispute Resolution (ADR) body that may be able to assist
- Whether we agree to use that ADR scheme
Compliance with SRA Transparency Rules
Marcus & Co Solicitors Ltd is committed to complying with the Solicitors Regulation Authority (SRA) Transparency Rules.
Where we operate a website, we will publish clear information about:
- Our complaints handling procedure
- How and when a complaint can be made to the Legal Ombudsman
- How and when concerns may be raised with the SRA
If we do not operate a website, this information will be made available upon request.
Monitoring & Continuous Improvement
Our central complaints register is reviewed annually by the Complaints Manager to identify any recurring themes or trends. Where appropriate, findings are shared internally and improvements are introduced to enhance client service and reduce future complaints.
Client Feedback
We value client feedback and use it to improve the quality of our services.
Client feedback questionnaires may be issued at the conclusion of matters and reviewed periodically. These questionnaires may include feedback on:
- Whether our service was approachable and friendly
- Whether clients were kept informed throughout their matter
- Whether advice and information were explained clearly
- Whether matters were handled competently and professionally
Retention of Feedback Records
Feedback results, trends, and review outcomes will be documented and retained for at least three years. Original feedback materials, includi