Marsdens Solicitors are committed to providing high quality legal advice and client care and we aim to provide you with the best possible service at all times.

However, if at any time you become unhappy or concerned about the service you have received then you should inform us immediately so that we can do our best to resolve the problem.

If you would like to make a complaint, you can contact us on 01282 611899 or you can write to Marsdens Solicitors, 20a-22a Manchester Road, Nelson, Lancashire, BB9 7EG.

We will try to resolve any concerns quickly and we operate an internal complaint handling system to help us to resolve the problem between ourselves. Making a complaint will not affect how we handle your case.

• 1. We will send you a letter acknowledging receipt of your complaint within five days of you raising your concern. We will enclose a copy of this procedure.
• 2. We will then investigate your complaint. This will normally involve passing your complaint to our Complaints Director, Nadeem Rashid, who will review your matter and speak to the member of staff who acted for you.
• 3. The Complaints Director will write to you with the outcome of the investigation. He will do this within 14 days of sending you the acknowledgement letter.
• 4. If you are still not satisfied you should contact us again to explain why you remain unhappy with our response and we will review your comments. We may at this stage arrange for a Director to review the decision.
• 5. 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.

The Solicitors Regulation Authority can 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.

If you have any concerns, you can raise them with the Solicitors Regulation Authority here.

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.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint directly with us first. If you have then you must take your complaint to the Legal Ombudsman:

• • Within six months of receiving a final response to your complaint

and

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

Post: Legal Ombudsman PO Box 6167, Slough, SL1 0EH