Client Complaints Procedure

Our Complaints Policy

We try our best, but if something does go wrong, we need you to inform us, so that we can try to fix the problem for you, and prevent it happening to anybody else.

Our complaints procedure

If you are our client and have a complaint to make, please contact Damien Morrison at 38 Coney Street, York YO1 9ND or by emailing dm@maasolicitors.co.uk.

What will happen next?

If you decide to pursue your complaint

    Within three working days will acknowledge your complaint and record it in our central register and will investigate the issues that you have raised.

    If appropriate we will then invite you to discuss and hopefully resolve your complaint. This will be done within 15 working days of sending you the acknowledgement letter.  If, exceptionally, enquiries into the matter have not been completed within 15 working days, you will be advised in writing of the progress of the enquiries and told when they will receive a full response.

If we cannot resolve your complaint

 If you are still not satisfied you can contact the Legal Ombudsman:

 E-mail: enquiries@legalombudsman.org.uk

 Website: www.legalombudsman.org.uk

 Telephone: 0300 555 0333

 Write: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

 You should usually make any complaint to the Legal Ombudsman about our service 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 there was cause for complaint.

The Solicitors Regulation Authority (SRA) can help you if you are concerned about our behaviour or treating you unfairly because of your age, a disability or other characteristic.  More information is contained here:  https://www.sra.org.uk/consumers/problems/report-solicitor/