Complaints procedure

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We aim to offer our clients an efficient and effective service. We have a complaints procedure. A copy of our complaint procedure is available on request. If any problems arise or, indeed, you have any suggestions on how we can improve our services to you, then please discuss them with us. 

How to raise a complaint

You should first discuss your concern with the person handling your matter. 

If your complaint cannot be satisfied by the person handling your matter, you may address your complaint in writing to Helen Griffiths, Head of Compliance and complaints handler at:

8 St Mary’s Green, 

Whickham, 

Newcastle upon Tyne 

NE16 4DN 

or 

enquiries@thomasmagnay.co.uk. 

To help us understand your complaint, please tell us:

      · Your full name and contact details;

      · What you think we have got wrong;

      · How you would like your complaint to be resolved; and 

      · Your file reference number (if you have it).

What will happen next?

1. We will acknowledge receipt of your complaint within a maximum of 7 days of receiving it.
2. We will investigate your complaint. This will normally involve a review of your file and speaking to the member of staff who acted for you.
3. 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.  We will aim to do this within 7 days of our initial acknowledgement.
4. If you are unsatisfied with the response, you should contact us again within 7 days and we will arrange for the partners of the firm to review the decision.
5. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
6. If you are still not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. Contact details are as follows: 

Legal Ombudsman, PO Box 6167, Slough SL1 0EH

0300 555 0333
enquiries@legalombudsman.org.uk
www.legalombudsman.org.uk

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint and within the following timescales:

• One year from the date of the act or omission being complained about, or
• One year from the date when the complainant should have realised that there was cause for complaint.

The Legal Ombudsman will not accept complaints where the act or date of awareness was before 6th October 2010.

If we have to change any of the above timescales, we will let you know and explain why.

Alternative dispute resolution

Alternative complaints bodies exist which are competent to deal with complaints about legal services should both you and our firm consent to use such a scheme. In the event that you wish to use an alternative complaint body you should advise us and we will then state if we agree.

Raising concerns with our regulator

The Solicitors Regulation Authority (SRA) 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. You can find information about raising your concerns with the SRA at www.sra.org.uk in the ‘For the public’ section.

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. This is explained in our terms and conditions of business.

The Legal Ombudsman service is free of charge.