top of page

Complaints Policy

​

Our Commitment to You

At MS-LEGAL Solicitors, we are committed to delivering the highest standard of service to all our clients. If at any point you become dissatisfied or have concerns about the service you have received, we encourage you to let us know as soon as possible so we can address the issue promptly and fairly.

​

How to Raise a Concern

In the first instance, we recommend that you speak directly with the solicitor handling your matter. Most issues can be resolved quickly and informally. If your concern is not resolved to your satisfaction, you may choose to make a formal complaint.

To submit a formal complaint, please contact us in writing or by email with the relevant details.

 

What Happens Next?

Once we receive your complaint:

  1. Acknowledgement: We will acknowledge receipt of your complaint within two working days and may ask you to clarify any details if needed.

  2. Record: Your complaint will be logged in our central register, and a separate file will be opened.

  3. Investigation:

    • Your complaint will be referred to our Principal, Mr. Mohamed B. Shaban.

    • He will provide an initial response within three working days of receiving your complaint.

    • He will then begin a full investigation into the matter.

  4. Meeting (if applicable): You may be invited to a meeting to discuss your concerns further. This will usually take place within five working days of the initial response.

  5. Outcome:

    • Following any meeting, you will receive a written summary of the discussion and outcome within three working days.

    • If a meeting does not occur, you will receive a detailed written response with proposed solutions within five working days of the investigation’s conclusion.

  6. Review (if required):

    • If you remain dissatisfied, you may request a further review by the Principal.

    • The result of this review will be communicated in writing within five working days, confirming our final position.

 

If We Cannot Resolve Your Complaint

If you are still unhappy with the outcome, you have the right to refer your complaint to the Legal Ombudsman, who offers an independent complaints resolution service.

You must contact the Legal Ombudsman within the following timeframes:

  • Within six months of receiving our final response; and

  • Within one year of the act or omission you are complaining about; or

  • Within one year from when you should reasonably have known there was cause for complaint.

 

Legal Ombudsman Contact Details:

Website: www.legalombudsman.org.uk/contactus
Phone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Post:
Legal Ombudsman
PO Box 6167
Slough SL1 0EH

 

Concerns About Professional Conduct

If your concern relates to serious issues such as dishonesty, financial misconduct, or discrimination, you may wish to raise the matter with the Solicitors Regulation Authority (SRA).

 

SRA Website:

www.sra.org.uk

bottom of page