Clients complaints policy

Our complaints policy
Michael Conn Goldsobel is committed to providing a high quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

Our complaints procedure

If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within five days of our receiving the complaint, enclosing a copy of this procedure.
  1. We will then pass your complaint to our client care partner, Peter Levi to investigate your complaint. This will normally involve:
    • reviewing your complaint
    • reviewing your file(s) and other relevant documents, and
    • speaking with the person who dealt with your matter

We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.

  1. Peter Levi will then write to you in response to your complaint. He may also invite you to a meeting to discuss and, it is hoped, resolve your complaint. He will try to do this within 21 days of sending you the acknowledgement letter, unless more information has been requested.
  1. At this stage, 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. Depending on the matter we may at this stage arrange for another partner to review the decision.
  1. We will write to you within 21 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  1. If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 15870, Birmingham B30 9EB or call 0300 555 0333 about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint. The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk.

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