Complaints

We value you and would not wish to think that you have any reason to be unhappy with us.

We are committed to providing you with the highest standard of service. If, at any point, you are dissatisfied or have concerns about the service we have delivered, we encourage you to inform us promptly. Your feedback is valuable, and we are dedicated to resolving any issues you may encounter.

We recommend initiating contact with the person handling your case to discuss your concerns. They will make every effort to address and resolve any issues you raise. Should this step not lead to a satisfactory resolution and you wish to make a formal complaint, please refer to the full complaints procedure outlined below.

You can reach us by post at 10 Broadway, West Ealing, London W13 0SR, by telephone at 020 8754 5577 (available between 9:30 to 17:30), or via email at info@mtgsolicitors.com. Rest assured, making a complaint will not impact how we handle your case.

Our formal complaints procedure

1. Acknowledgment and Clarification:

Within four working days of receiving your complaint, we will acknowledge receipt and you will be informed of the assigned person handling your complaint, any unclear points in your complaint will be discussed for clarification and your confirmation of our understanding of your complaint will be sought.

2. Resolution:

Within two working days of receiving your confirmation, we will advise you on the method (written or a meeting) for resolving the complaint.

3. Detailed Response:

Within ten working days of your confirmation, we will review the case file and provide a detailed response, either in writing or through a meeting.

4. Office Discussion:

If your complaint persists, within three working days, you will be invited to our office for a discussion with the Complaints Handling Partner, Mr Osman Gill to seek a resolution.

5. Outcome Confirmation:

Within three days of the meeting, we will confirm the outcome to you if the complaint remains unresolved.

6. Referral to Legal Ombudsman (if unresolved):

If the complaint remains unresolved, and further agreement is unattainable, you can ask the Legal Ombudsman to intervene.

If we have to change any of the above timescales, we will let you know and explain why.

What if we cannot resolve your complaint

On rare occasions where your complaint cannot be resolved, the Legal Ombudsman can help. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then 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 the act or omission being complained about; or no more than one year from the date when you should reasonably have known that there was cause for complaint.

For detailed information about the Legal Ombudsman and their services, please visit www.legalombudsman.org.uk. You can reach them by telephone at 0300 555 0333 (available between 9:00 to 17:00), via email at enquiries@legalombudsman.org.uk, or by mail at Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help 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 find information about raising your concerns with the SRA at www.sra.org.uk in the ‘For the public’ section.

MTG Solicitors (“the Firm”) is authorised and regulated by the Solicitors Regulation Authority (SRA). The Firm is committed to high quality legal advice and client care. If you are unhappy about any aspect of the service you have received or about a bill, please contact Mr Malik Asim Saeed on 020 8754 5577 and malik@mtgsolicitors.com or by post to our Hayes office.

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. If you would like to make a formal complaint, then we would request that you put it in writing and address it to Mrs Parminder Kaur Mattoo who is the Complaints Handling Partner of the Firm. If you would like to make a formal complaint, then you can read our full complaints procedure (“Complaints Procedure”) here. Making a complaint will not affect how we handle your case. We value you and would not wish to think that you have any reason to be unhappy with us.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Within six months of receiving a final response to your complaint

and

No more than six years from the date of act/omission; or

No more than three years 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.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with our behaviour

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.