At Modern Legal Limited, we are committed to providing high-quality legal services to all our clients. We value feedback and take concerns seriously. If at any time you feel dissatisfied with the service you have received, we encourage you to let us know as soon as possible. This gives us the opportunity to address the issue, resolve matters promptly and improve the way we work.
1. How You Can Make a Complaint
You can make a complaint to us in whichever way is most convenient for you. This may include:
- By email – sending your complaint to our dedicated complaints email address.
- In writing – by post to our office address.
- By telephone – if you prefer to speak with us directly.
- In person – by arranging a meeting at our office.
All complaints should, where possible, include your full name and contact details, details of the matter you are unhappy about, the people involved, and the outcome you are seeking.
2. No Cost to You
There is no charge for making a complaint. You will never be asked to pay any fee for us to investigate, review, or respond to your concerns.
3. Acknowledgement of Complaints
- We will acknowledge receipt of your complaint within 5 working days of receiving it.
- At this stage, we may ask for further information or clarification if needed.
4. Investigation of Complaints
- Your complaint will be investigated thoroughly and impartially by Ahmet Guler.
- He may review your file, speak to staff involved, and consider any relevant correspondence.
- If necessary, we may contact you to discuss your concerns further.
5. Response to Complaints
- We aim to provide a full written response within 28 days of acknowledging your complaint.
- If the investigation is still ongoing, we will update you on progress and provide an estimated timescale for completion.
- The response will explain:
- The outcome of our investigation;
- Any action we propose to put things right; and
- Any lessons learned to prevent a recurrence.
6. If You Remain Dissatisfied
If you are not satisfied with our final response, you may be entitled to refer the matter to the Legal Ombudsman (if applicable to your circumstances and eligibility). The Legal Ombudsman can be contacted at:
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Telephone: 0300 555 0333
Website: www.legalombudsman.org.uk
Please note:
- You usually need to refer your complaint to the Legal Ombudsman within six months of our final written response; and
- The Ombudsman service is available only to certain types of clients (e.g. individuals, small businesses, charities, and trusts).
If your complaint relates to professional conduct, you may also raise concerns with the Solicitors Regulation Authority (SRA). Further information can be found on their website: www.sra.org.uk.
7. Continuous Improvement
We review all complaints on a regular basis to identify any recurring issues and implement improvements in our procedures, training, or quality standards.