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Complaints Procedure

Our Complaints Policy

We are committed to providing a high-quality legal service. We acknowledge that we may not always get it right so if something has gone wrong, including in relation to the bill, we need you to tell us about it. This will help us to improve our standards.

 

How do I make a complaint?

You can contact us in writing (by letter, fax or email) or by speaking with our complaints partner, whose contact details are: Helen Carville, Managing Partner, 01604 887455 or helen.carville@maxengel.co.uk. If you are unhappy about any aspect of the service which you have received from Helen Carville, please contact the Senior Partner, Richard Engel, on the above telephone number or address your email to richard.engel@maxengel.co.uk.

To help us understand your complaint, and in order that we do not miss anything, please tell us:

  • your full name and contact details
  • what you think we have got wrong
  • what you hope to achieve as a result of your complaint, and
  • your file reference number (if you have it)

If you require any help in making your complaint, we will try and help you.

 

How will you deal with my complaint?

  1. We will record your complaint centrally.
  2. We will write to you within two working days acknowledging your complaint, enclosing a copy of this policy.
  3. We will investigate your complaint. This will usually involve:
  • reviewing your complaint
  • reviewing your file(s) and other relevant documents, and
  • speaking with the person who dealt with your matter
  1. We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
  2. We will update you on the progress of your complaint at appropriate times.
  3. We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.
  4. We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 21 days of the date of our letter of acknowledgement. If we have to change this timescale, we will let you know and explain why.

 

What if I am not satisfied with the outcome?

If you are unhappy with the outcome of our complaints handling procedure please first let us know and we will review the matter. If you are still unhappy you can ask the Legal Ombudsman to look into your complaint. You can contact the Legal Ombudsman:

You must usually refer your complaint to the Legal Ombudsman within six months of our final written response to your complaint and within six years of the act or omission about which you are complaining occurring (or within three years of you becoming aware of it). Further details are available on the website: www.legalombudsman.org.uk.

Alternative complaints bodies exist which are competent to deal with complaints about legal services should both you and our firm wish to use such as scheme. We have, however, chosen not to adopt an ADR process. If, therefore, you wish to complain further, you should contact the Legal Ombudsman.

 

What will it cost?

We will not charge you for handling your complaint. Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding. The Legal Ombudsman service is free of charge.

Authorised and regulated by the Solicitors Regulation Authority (SRA ID: 389678). Max Engel is the trading name of Max Engel & Co LLP a limited liability partnership (Members: R E Engel, H L Carville and S G Lawson) registered in England, registered number: OC 305962. Registered office: 8 Hazelwood Road, Northampton NN1 1lP. VAT Number: 119 4485 55.

Terms and Conditions  |  Complaints

T: 01604 887450
E: info@maxengel.co.uk