Complaints Procedure

I am not happy unless you are. If something has gone wrong, or you are not satisfied with the service you have received, please tell me as soon as you can. This page explains how a complaint is handled.

Step 1 — Talk to me

Most concerns can be sorted out through an informal conversation. Call me on 07754 903960 or email [email protected]. I will do my best to put things right straight away.

Step 2 — A formal complaint

If we cannot resolve the matter informally, please set out your complaint in writing (email is fine) so that I have a clear record of what has gone wrong and what you would like to happen. I will:

• Acknowledge your complaint in writing within five working days.
• Investigate it, review your file and, if helpful, speak with you.
• Send you a written response with my findings and any proposed remedy within 28 days of the acknowledgement. If more time is needed I will tell you why and when to expect a reply.

I aim to conclude every complaint within eight weeks. You will not be charged for the time spent dealing with a complaint.

Step 3 — The Legal Ombudsman

If you are not satisfied with my final response, or eight weeks have passed since you first complained and the matter is unresolved, you can ask the Legal Ombudsman to look at it. The Ombudsman is independent and its service is free. Ordinarily you must contact them within six months of my final written response, and within one year of the act or omission you are complaining about, or one year from when you should reasonably have known about it. [CONFIRM current time limits with the Legal Ombudsman before publishing.]

Legal Ombudsman
Website: www.legalombudsman.org.uk
Telephone: 0300 555 0333
Email: [email protected]
Post: PO Box 6167, Slough, SL1 0EH

The Solicitors Regulation Authority

The Solicitors Regulation Authority deals with concerns about a solicitor’s conduct, such as dishonesty or treating someone unfairly because of a protected characteristic. My SRA number is 117964. You can find out how to raise a concern at www.sra.org.uk.

Regulation

Melinda Nettleton is a solicitor regulated by the Solicitors Regulation Authority, SRA number 117964. Unlike an unregulated paralegal, this means you have the protection of the SRA’s professional standards and access to the Legal Ombudsman.