Our Commitment to Client Care

We are authorised and regulated by the Solicitors Regulation Authority (SRA). We are committed to providing high quality legal advice and client care and aim to provide all our clients with an efficient, effective and professional service. If you are dissatisfied with any aspect of the service we have provided, wish to discuss how our service could be improved, or have concerns regarding your bill, please contact the person responsible for complaints handling within the firm: Davinder Sehmi by email ds@mvlegal.co.uk.

We take all concerns seriously and aim to resolve them as quickly and effectively as possible. Any complaint will be dealt with in accordance with our complaints handling procedure set out below.

Our Complaints Procedure

Step One: 

Making a Complaint If you have not already done so, please provide us with full details of your complaint, including the nature of your concerns and the issues you would like us to address.

Step Two:

Acknowledgement of Your Complaint Our Complaints Handling Representative will acknowledge your complaint in writing within five working days of receiving it. Our acknowledgement will confirm receipt of your complaint and explain the next steps in the complaints process.

Step Three:

Investigation of Your Complaint Our Complaints Handling Representative will investigate your complaint by reviewing the relevant matter file and speaking to the member of staff concerned. We aim to do this within five working days of acknowledging receipt of your complaint. If, for any reason, we are unable to investigate your complaint within this timeframe, we will write to you explaining the reason for the delay and provide you with a revised timescale. Once the investigation has been completed, our Complaints Handling Representative may invite you to a meeting to discuss the issues you have raised and seek to resolve your complaint. Where a meeting is appropriate, we aim to arrange this within fourteen days of sending our acknowledgement letter. Following the meeting, we will write to you within five working days to confirm the matters discussed and any resolution agreed. If you do not wish to attend a meeting, are unable to do so, or a meeting is not considered necessary, we will provide you with a detailed written response setting out the outcome of our investigation and any proposed resolution. We aim to provide this within fourteen working days of sending our acknowledgement letter.

Step Four:

Review if you are satisfied with our response, this will conclude our complaints procedure. If you remain dissatisfied, you may contact our Complaints Handling Representative and request that our decision be reviewed. Arrangements will then be made for another member of the firm to review the complaint and our response. We will write to you within fourteen days of receiving your request for a review, confirming the firm’s final position, the reasons for our decision and details of any final redress offered.

Step Five: Other Avenues Available To You

You should normally raise your complaint with us first and allow us the opportunity to investigate and resolve your concerns. If we are unable to resolve your complaint to your satisfaction, you may be entitled to refer your complaint to the Legal Ombudsman.

Legal Ombudsman

The Legal Ombudsman is an independent organisation which considers complaints about legal services. Generally, a complaint must be referred to the Legal Ombudsman: – within one year of the act or omission being complained about; or – within one year of when you should reasonably have known that there was cause for complaint. You must also normally refer your complaint to the Legal Ombudsman within six months of receiving our final written response to your complaint.

For further information, you can contact the Legal Ombudsman: on 0300 555 0333 or visit www.legalombudsman.org.uk enquiries@legalombudsman.org.uk. The Legal Ombudsman may be contacted at PO Box 6167, Slough SL1 0EH.

Solicitors Regulation Authority

The Solicitors Regulation Authority (SRA) regulates solicitors and law firms in England and Wales. If you have concerns about a solicitor’s conduct, including concerns about dishonesty, ethics or integrity, you may report the matter to the SRA. The SRA does not generally deal with complaints about poor service. Complaints relating to the standard of service provided should be raised with us in the first instance and may subsequently be referred to the Legal Ombudsman where appropriate. Further information about the SRA’s role and how to report concerns is available on the SRA website: www.sra.org.uk/consumers/problems/report-solicitor/

Further Information

If you require any further information about our complaints handling procedure, please contact:

Davinder Sehmi: ds@mvlegal.co.uk
Telephone: 020 8597 5097