Complaints Information

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the individual who is working on your case to discuss any concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then please see our full complaints procedure below. Making a complaint about a service issue will not affect how we handle your case.

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.

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:

  1. Within six months of receiving a final response to your complaint and
  2. Not later than one year from the date of the act or omission being complained about; or
  3. Not later than one year from the date when you should have realised that there was cause for complaint.

There may be circumstances where the Legal Ombudsman has a discretion to accept out of time complaints, please refer to the Legal Ombudsman website for further details.

Contact details:

Visit www.legalombudsman.org.uk

Call 0300 555 0333 between 9am to 5pm

Email enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6167, Slough, SL1 OEH

 

The Solicitors Regulation Authority can help you if you are concerned about our any non-service aspect of the firm. This includes any issue that you believe should be considered by the professional regulator of solicitors.

You can raise your concerns with the Solicitors Regulation Authority at www.sra.org.uk

 

MILLER PARRIS

Complaints Procedure

We are committed to providing a high-quality legal service to all our clients.  If you have a complaint, please let us have full details as quickly as possible.

When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.  Complaints will be handled promptly, fairly and effectively and you will not be charged for the cost of handling a complaint.

In accordance with the Solicitors’ Regulation Authority Code of Conduct, the Partners of Miller Parris will handle complaints by clients as follows:-

  1. Once a complaint has been made, you will be told within five working days, in writing, the name of the partner who will handle the complaint (“the Complaints Partner”). That letter will be accompanied by a copy of this procedure.
  2. If your complaint concerns an invoice for fees submitted by us to you, the following should be noted:- (a) Sections 70, 71 and 72 of the Solicitors’ Act 1974 set out your rights in relation to having our invoice assessed by the court; and (b)  We are entitled to charge interest on the outstanding amount of the invoice (if the invoice has not been paid by deduction or otherwise) in accordance with article 5 of the Solicitors’ (Non-Contentious Business) Remuneration Order 2009.
  3. Your complaint will then be investigated. This will normally involve passing your complaint to our Complaints Partner who will review your file and speak to the member of staff who acted for you.
  4. The Complaints Partner will then invite you to a meeting to discuss and hopefully resolve your complaint. He/she will do this as soon as possible and generally within 10 working days of sending you an acknowledgement letter.
  5. Within five working days of the meeting, the Complaints Partner will write to you to confirm what took place and any solutions he/she has agreed with you.
  6. If you do not want a meeting or it is not possible, the Complaints Partner will, within 20 working days of sending you an acknowledgement letter, send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter.
  7. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner to review the Complaints Partner’s decision.
  8. We will write to you within 15 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  9. If we have to change any of the timescales above, we will let you know and explain why.
  10. If you are still not satisfied, you can contact the Legal Ombudsman who 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 a final response to your complaint; and
  • Not later than one year from the date of the act or omission; or
  • Not later than one year from the dated when you should have realised that there was cause for complaint.

    • There my be circumstances where the Legal Ombudsman has a discretion to accept out of time complaints, please refer to the Legal Ombudsman website for further details.

Contact details:

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm

E-mail: enquiries@legalombudsman.org.uk

Legal Ombudsman, PO Box 6167, Slough SL1 OEH 

Revised: 1st February 2024