Complaints

Malone and White Solicitors has very high standards which we are determined to maintain. If you are unhappy with any aspect of our service, please contact Moosa Atcha, our complaints handling solicitor and the Director. Any complaint will be fully investigated free of charge. At the conclusion of any internal complaints handling procedure, you also have the right to complain to the Legal Ombudsman, full details of this, their address and our complaints procedure is set out below:

  1. Any complaint received from a client is treated very seriously. All details are recorded or studied if in a letter. The person responsible for your file will then notify the solicitor in charge of complaints. A complaint will be acknowledged within two working days of us receiving it. You will then be sent a copy of this procedure.
  2. The person involved in dealing with your matter will study the complaint in detail, referring back to your file etc. They will then telephone you to try to resolve the complaint over the phone and propose some course of action to remedy the situation and also to try and avoid it happening again. If you are satisfied a report is, then passed to the complaints solicitor to consider further preventative action.
  3. If you are not satisfied with the course of action proposed by the person dealing with your matter, then the complaint will be passed to the complaint’s solicitor for further investigation.
  4. The complaints solicitor will, based on the information that she/he has gained from the file, and discussions with the person dealing with your matter, contact you either by telephone or letter or email. They will try to resolve the problem and if appropriate come to an agreement with you on the course of action to be taken.
  5. Follow up action: corrective and preventative action may need to be taken to resolve the current complaint and to prevent it happening again. Written confirmation will be given to you of the final response.
  6. All complaints, together with associated documentation, will be filed in a complaints file and kept by the complaint’s solicitor.
  7. If you remain dissatisfied after exhausting the internal procedure, you will be referred to the Legal Ombudsman.

If we are unable to settle your complaint using our internal complaints process, you have a right to complain to the Legal Ombudsman, an independent complaints body, established under the Legal Services Act 2007, that deals with legal services complaints.

We are committed to providing a quality service to all of our clients. However, we know that difficulties can arise and that you may have concerns about the way that your case is being handled. If you do have any concerns you should firstly discuss these with the person handling your case.

This is often a way of resolving misunderstandings. If this does not sort the problem then you can contact our Complaints Handling Manager who is Mr Moosa Atcha who can be contacted either by email at ma@maloneandwhite.co.uk or by telephone. Mr Atcha will independently review the matter in order to address your concerns and let you have a copy of our complaints handling process.

In rare cases where your concerns are not resolved internally then you do have the right to refer that matter to –

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Tel: 0300 555 0333
Email: enquiries@legalombudsman.org.uk

OR

Solicitors Regulation Authority
The Cube
199 Wharfside Street
Birmingham
B1 1RN
Tel: 0370 606 2555
https://www.sra.org.uk/home/contact-us/