Our Complaints Policy

We are committed to providing a high-quality service to all our clients. This includes a commitment to putting things right when they go wrong. Your complaint might concern the way in which you have been dealt with, the quality of advice or any invoice that you have received.

Our Complaints Procedure

If you have a complaint, please contact the person acting for you in the first place. He/she will try to redress your unhappiness within seven days by phone, in writing, or at a face-to-face meeting. If you are still unhappy, please contact our complaint handling partner, Mrs. Dona Senanayake, and make a formal complaint.

You can contact her by post at our office address or by email atdona@marshandpartners.co.uk. It is preferable to put your concerns in writing, but if that is difficult for any reason, you can also call us at020 3342 9860.

Further Review: If you remain dissatisfied after following our complaints procedure, you may request a further review within 21 days by an independent solicitor.

What Will Happen Next?

• 1. Acknowledgment: Mrs. Senanayake will acknowledge receipt of your complaint within two working daysand may invite you for a discussion. Your complaint file will be examined within seven days.
• 2. Response & Redress: You may be invited to a meeting, or we may write to you requesting more information. Alternatively, we may outline our position and suggest an appropriate resolution within seven days of completing our investigation.
• 3. Resolution: If we find that we have fallen short of our service standards, we will offer a formal apology, corrective action at our cost, or financial compensation.
• 4. Further Review: If you are not satisfied with our response, you may request a further review within 21 days. We aim to complete this within ten days.
• 5. Final Response: We will inform you in writing of our final position within seven days of completing the review, explaining our decision.

Complaints to the Legal Ombudsman

If we are unable to resolve your complaint, you may refer it to the Legal Ombudsman, who will review it independently.

You must contact the Legal Ombudsman:

• ✅ Within six months of receiving our final response.
• ✅ No more than six years from the date of the act/omission.
• ✅ No more than three years from when you should have reasonably known about the issue.

Contact the Legal Ombudsman:

• 📍 Visit: www.legalombudsman.org.uk
• 📞 Call: 0300 555 0333 (Monday-Friday, 9am-5pm)
• 📧 Email: enquiries@legalombudsman.org.uk
• 📬 Write to: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Complaints to the Solicitors Regulation Authority (SRA)

If your concerns relate to serious misconduct such as dishonesty, financial issues, or discrimination, you may contact the Solicitors Regulation Authority (SRA) directly.

More information is available at: www.sra.org.uk.