Complaints Procedure
Our commitment to you
At Mills & Bann Solicitors, we aim to provide a high-quality service to all our clients. If something goes wrong, we want to know so we can put it right and improve our standards.
How to raise a complaint
If you are unhappy with any aspect of our service, please contact us as soon as possible. You can raise a complaint by:
- Emailing us at info@millsbann.co.uk
- Writing to us at our office address
- Speaking to the solicitor handling your matter
Please provide as much detail as possible so we can understand the issue clearly.
What happens next
We will follow the steps below when handling your complaint:
1. Acknowledgement
We will acknowledge your complaint within three working days and confirm who will be investigating it.
2. Investigation
A senior member of the firm will review your file, speak to the solicitor involved and gather any relevant information.
3. Response
We will provide a written response within eight weeks of receiving your complaint. This will explain:
- our findings
- any steps we propose to resolve the matter
- your options if you remain dissatisfied
If you are still unhappy
If you are not satisfied with our final response, or if we have not resolved your complaint within eight weeks, you may refer the matter to the Legal Ombudsman.
Legal Ombudsman contact details:
Website: www.legalombudsman.org.uk
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
You must normally refer your complaint to the Legal Ombudsman within:
- six months of receiving our final response, and
- one year from the date of the act or omission you are complaining about, or
- one year from when you should reasonably have known there was a cause for complaint
Complaints about professional conduct
If your complaint relates to professional misconduct (for example, dishonesty or breaches of SRA rules), you can report this directly to the Solicitors Regulation Authority (SRA).
Website: www.sra.org.uk
We are here to help
We take all complaints seriously and aim to resolve issues quickly and fairly. If you have any questions about our complaints procedure, please contact us at info@millsbann.co.uk.