Complaints Procedure

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Our Complaints Procedure

We hope you will never need to use this, but if you do, please see our complaints procedure below.

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

Initial concerns

In most cases, an informal chat with Roy Magara will resolve your concerns.

If it does not, you can formalise your complaint in writing to Roy at roy@magaralaw.co.uk.

What we need to know

When contacting us please provide the following information, in writing if possible, to enable us to deal with your complaint correctly:

• Your name, contact details and preferred contact method
• File reference number
• Details of your concerns
• How you would like us to put things right

What will happen next

1. If you telephone us, we will endeavour to resolve the issue in that call.
2. We will send you an email or letter acknowledging receipt of your complaint      within 2 working days of us receiving the complaint, enclosing a copy of      this procedure.
3. We will then investigate your complaint and review your matter file and      arrange to speak to you about your complaint.
4. We will send you a detailed written reply to your complaint, including      suggestions for resolving the matter, within 21 days of sending you the      acknowledgement letter.
5. At this stage, if you are still not satisfied, you should contact Roy to request that he review his decision.
6. 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.
7. If  we have to change any of the timescales above, we will let you know and      explain why. If we have not responded to your complaint within 8 weeks you      can ask the Legal Ombudsman to help you.

What to do if we cannot resolve your complaint

1. If we are unable to resolve your complaint, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers. 
2. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.