Complaints Handling Policy

Our complaints policy

We want to give you the best possible service.  However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact Mrs Verity Grigg to discuss your concerns and she will do her best to resolve any issues informally.  If you wish to proceed with a formal complaint see the process below.  Making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority can help you if you are concerned about our behaviour.  This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. 

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will involve reviewing your file.
  3. We will then call you to discuss and, hopefully, resolve your complaint. We will do this within 14 days of sending you the acknowledgment letter.
  4. Within 3 days of this call we will write to you with a detailed reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending you the acknowledgment letter.
  5. The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.  Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.  If you have, then you must take your complaint to the Legal Ombudsman:
    • Within six months of receiving a final response to your complaint; and
    • No more than six years from the date of act/ omission; or
    • No more than three years from when you should reasonably have known that there was cause for complaint.
    • If you would like more information about the Legal Ombudsman, please contact them:
      Call:    0300 555 0333 between 9am to 5pm
      Post:    Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
  1. An alternative complaints body, ProMediate exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We do agree to use ProMediate. The objectivity of a third party should give you re-assurance that Mercian Law are proactive in resolving your complaint.