Full Complaints Procedure

  1. Mason Bullock aims to provide a quality legal service but recognises that during the course of conducting a matter, a client may become unhappy about some aspect of that service. This procedure aims to provide a means of resolving any such issue as fairly and promptly as possible.
  2. In the first place, you should raise your concerns with the member of staff responsible, who should seek in a constructive and sympathetic manner to address your concerns, so far as s/he is able.
  3. If the member of staff is unable to resolve the issue, or if you think s/he has not displayed a constructive approach to it, you will be given the opportunity to raise it as a formal complaint, to be dealt with by their supervisor. You can choose whether to formulate the complaint yourself or to ask the member of staff to refer what has already been discussed to their supervisor.
  4. The identity of the supervisor should have been given in the confirmation of instructions letter sent to you at the outset of the matter. However, if you are in any doubt you can refer the issue to the principal solicitor, Andrew Crisp, who will then ensure that it is brought to the attention of the right person. You may raise your complaint in whatever way you feel most comfortable: by letter, telephone, email or fax or in person (by appointment). We would prefer the complaint to be in writing to avoid any misunderstanding.
  5. The supervisor will ensure a record is kept of all complaints and their outcome, and for monitoring the progress being made to a resolution. If there appears to be any delay in progressing the complaint, you may contact him/her for information as to its status but s/he will not, however, be responsible for determining the merits and will not be able to enter into discussion with you about them.
  6. Subject to any absence on leave, the supervisor dealing with the complaint will:
  • acknowledge the complaint in writing, within 7 days of receipt, setting out a timescale, not exceeding 28 days, within which s/he intends to try to resolve it;
  • investigate the issue in the most appropriate fashion to seek to gain an understanding of events leading to the complaint;
  • write to you with his/her views, proposing any remedial action that s/he considers appropriate and seeking your views on that proposal;
  • conclude the complaint on the basis of that (or any modified) proposal if possible and confirming that conclusion in writing; or
  • if a conclusion is not possible, notify you in writing of any right you may have to refer the complaint, within 12 months, to the Legal Ombudsman.

(Please note that the Ombudsman can deal with complaints only from individuals and micro-businesses.)

  1. Complaints must be brought to the attention of the Legal Ombudsman within:

a) Six years from the date of the act/omission, or

b) Three years from the date you should reasonably have known there were grounds for complaint


c) Within six months of you receiving a final response from the supervisor dealing with the complaint as detailed in section 6 above.

8. The supervisor will seek to follow the Law Society’s current guidance on Complaints Handling unless there is good reason for not doing so.

9. For ease of reference, the contact details for the Legal Ombudsman are:-

Legal Ombudsman

PO Box 6806,

t: 0300 555 0333

e: enquiries@legalombudsman.org.uk

w: www.legalombudsman.org.uk