At Margetts & Ritchie we want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem. We deal with any complaints promptly, fairly, and free of charge.
Our complaints procedure
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage.
If you remain unsatisfied, please contact Jonathan Ritchie, our Complaints Manager.
Making a complaint will not affect how we handle your case.
What will happen next?
We will open a file for your complaint and record it in our central register.
Within 3 working days of receiving your complaint, we will write to you acknowledging your complaint, and where necessary asking you to confirm or explain the details.
Mr Ritchie will then investigate your complaint. (If the complaint concerns Jonathan, Graham Ritchie will investigate). This will normally involve examining your file and (if he did not act for you personally) speaking with the person in the firm who acted for you. He will do this within 7 working days.
If you would like to have a meeting (in person or by zoom) to discuss and hopefully resolve your complaint, we will arrange this within 3 working days of your request. Within 2 working days of the meeting Mr Ritchie will write to you to confirm what took place and any solutions they have agreed with you
If you do not want a meeting, or if it is not possible for any reason, Mr Ritchie will send you a detailed response to your complaint, including suggestions for resolving the matter.
If you are not satisfied with our decision at the conclusion of the firm’s complaints procedure, there are other options open to you:
Alternative Dispute Resolution
If your complaint remains unresolved at the conclusion of our firm’s complaints procedure, we may write to you (if applicable) with details of an alternative dispute resolution approved body which would be competent to deal with the complaint.
You may alternatively refer the matter to the Legal Ombudsman. They will look at your complaint independently and it will not affect how we handle your case. You can make a complaint using this link: https://www.legalombudsman.org.uk/make-a-complaint/
You must take your complaint to the Legal Ombudsman:
- Within six months of receiving our final response to your complaint, and
- No more than one year from the date of act/omission; or
- No more than one year from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them.
Legal Ombudsman contact details
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman, P O Box 6167, Slough, SL1 0EH
The Solicitors Regulation Authority (SRA)
Our regulator, the SRA, can also help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns with the SRA.