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
- If you telephone us, we will endeavour to resolve the issue in that call.
- 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.
- We will then investigate your complaint and review your matter file and arrange to speak to you about your complaint.
- 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.
- At this stage, if you are still not satisfied, you should contact Roy to request that he review his decision.
- 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.
- 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
- If you are still not satisfied, you can then contact the Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final decision on your complaint but for further information, you should contact the Legal Ombudsman ( telephone 0300 555 0333 or email enquiries@legalombudsman.org.uk) or refer to www.legalombudsman.org.uk. Note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits. Further details are available from the Legal Ombudsman.
- If a complaint cannot be resolved, you may also be able to ask for it to be referred to a process of alternative dispute resolution using a certified provider. We are not required to agree to such a request. In any case this is not available to businesses, only consumers. We will give you more information about that right if it becomes relevant.