At MTC Solicitors, we strive to provide a high level of service to all our clients. However, if at any point you become unhappy with the service provided, or wish to raise a concern, we are committed to addressing your complaint promptly and fairly. The Legal Ombudsman requires all solicitors to provide clients with information on how complaints are handled.

 

Confidentiality

All complaints will be treated with the utmost confidentiality in accordance with our policy. We will ensure that any personal data you provide during the complaint process is handled securely and is only shared as necessary for resolving the issue or as required by law.

 

Our Policy

Our aim is to resolve any complaints swiftly and effectively. We take all complaints seriously and will:

 

• Investigate your complaint thoroughly.

• Keep you informed of the progress of the investigation.

• Aim to provide a resolution within 8 weeks.

 

How to Make a Complaint

You can make a complaint by telephone or in writing. We will acknowledge your complaint within 7 working days of receipt.

 

Complaints by Telephone

If you prefer to speak to us directly, you can call us at 020 7624 4300. We will listen to your concerns and attempt to resolve the issue during the call, or we will explain the next steps if a more detailed investigation is required.

 

Complaints Made in Writing

If you wish to submit your complaint in writing, please send a detailed account of your concerns to:

316-318 High road Willesden London NW10 2EN

or

Email: info@mtcsolicitors.co.uk

We will acknowledge your written complaint within 7 working days and provide a full response within 8 weeks.

 

Complaints to the Legal Ombudsman

If we are unable to resolve your complaint to your satisfaction, you have the right to refer the matter to the Legal Ombudsman. Please note that the Legal Ombudsman will expect you to allow us up to 8 weeks to resolve your complaint before contacting them. You should contact the Legal Ombudsman within six months of receiving a final response from us.

 

Legal Ombudsman

PO Box 6167

Slough

SL1 0EH

Website: www.legalombudsman.org.uk

Telephone: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

 

Complaints to the Solicitors Regulation Authority (SRA)

The Solicitors Regulation Authority (SRA) is a separate organisation that deals with concerns related to breaches of the Solicitors’ Code of Conduct, including issues of dishonesty or professional misconduct. If your complaint involves such concerns, you can contact the SRA directly.

 

Solicitors Regulation Authority

Website: www.sra.org.uk

Telephone: 0370 606 2555

 

For any further questions or to make a complaint, please contact us at 020 7624 4300. We are committed to resolving your concerns and ensuring you receive the best possible service.