Complaints Handled With Care

Learn how we review concerns fairly and work toward a prompt resolution.

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We Are Committed to Putting Our Clients First

MW Legal will always strive to put our Clients' needs first, working with you to identify and meet your legal objectives, applying the highest professional standards supported by a compassionate, supportive approach to each and every one of our Clients. However, we acknowledge that, despite our best intentions, we may not always get it right. If at any point you become unhappy or concerned about our service, we need you to tell us about it immediately so that we can do our best to understand and resolve the situation.

Making a Complaint to Us

If you feel unhappy about any aspect of our service, please raise your dissatisfaction with the person who is dealing with your case. If you think this is inappropriate, please contact the solicitor with overall responsibility for your case. You will find details in the Client Care letter and Terms of Business received at the start of your case.

Your Feedback Matters

If you remain dissatisfied and wish to make a formal complaint, please contact our Director, Mark Whatley. Please be assured that making a complaint will not affect how we handle your case.

What to Do if We Cannot Resolve Your Complaint

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.

Taking Your Complaint Further

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint directly with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving our final response to your complaint, and
  • No more than one year from the date of the act or omission being complained about; or
  • No more than one year from the date when you should reasonably have known there was cause for complaint.

Explore Our Approach

How to Contact the Legal Ombudsman

For more information about the Legal Ombudsman, contact:

Call +44 3005 550333 between 9:00 AM to 5:00 PM.

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What to Do if You Are Unhappy With Our Behaviour

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. The complaints could be for things like dishonesty, taking or losing your money, or treating you unfairly because of your age, a disability, or another characteristic. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

Reach Out Today