Mowbray Life

Complaints Procedure

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we would like you to tell us about it.  This will help us to improve our standards.

If you have a complaint, please contact Tracey Smith, our Managing Partner (or if the complaint involves Tracey, David Whitworth) with details.

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 include reviewing your matter file and speaking to the member of staff who acted for you.
  3. Tracey Smith will then invite you to a meeting or respond to you in writing within 28 days and hopefully we will be able to resolve your complaint.
  4. If you opt to have a meeting with Tracey Smith she will write to you within 7 days confirming what took place and any solution that was reached with you or any suggested solution to resolve the matter.
  5. If following receipt of that letter you are still not satisfied you should contact us again and we will arrange for another partner to review the decision.
  6. The partner that carries out that review 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.
  7. It is always our intention to investigate your complaint and deal with it promptly and in accordance with the stated timescales. However, there may be some circumstances where this is not possible due to the nature of the complaint and the information that may need to be requested, considered and investigated and reported on. If it becomes apparent to us that we cannot comply with the stated timescales we will let you know straightaway.
  8. If we are unable to resolve the complaint with you then you can have the complaint independently looked at by the Legal Ombudsman.

Before accepting a complaint for investigation the Legal Ombudsman will check that you have tried to resolve your complain 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 you should reasonably have known there was cause for complaint.

You can contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk. Alternatively you can write to the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ.

You may also wish to contact an approved Alternative Dispute Resolution Provider such as ProMediate who can be contacted on 01928732455 or by email enquiries@promediate.co.uk