Complaints Handling Procedure of MaxLaw

Complaints policy

At MaxLaw, we highly value your business and aim to provide you with a satisfactory service. If you have any concerns or reasons for dissatisfaction, we encourage you to bring them to our attention immediately. By doing so, you enable us to address the issues and improve our standards.

Our complaints procedure

If you are unhappy with the service you have received or if you have concerns regarding a charge on a bill, we kindly request that you first contact the staff member responsible for your matter. They will make every effort to resolve your concerns informally. Our primary goal is to address your concerns promptly and without the need for a formal complaints procedure, if possible.

If it becomes evident that you remain dissatisfied, the staff member will inform you of our formal complaints procedure by providing you with a copy of this document.

Stage 1

To initiate a formal complaint, please write to our Complaints Department via email at sa@maxlawsolicitors.co.uk or by post. Please clearly mark your letter as a “formal complaint.” Alternatively, you may use the attached ‘Client Complaint Form.’ In your communication, please outline the cause of your dissatisfaction and, if possible, specify the action you would like us to take to remedy the situation.

Stage 2

Upon receipt of your complaint, we will acknowledge it within five working days and inform you of the assigned person who will handle your complaint. To obtain an independent and objective perspective, we may outsource Stage 2 to an independent complaints handler. They will acknowledge your complaint within five working days and conduct a thorough investigation within 14 days after identifying and agreeing on the key issues of your complaint with you. Your complaint will also be recorded in our central register, which is regularly reviewed by the firm.

Stage 3

The assigned person responsible for investigating your complaint will have full access to the necessary information and personnel to conduct a proper investigation. They may contact you directly to discuss and confirm the details of your complaint and request any additional information that may assist with the investigation.

We will ask the person investigating your complaint to recommend the appropriate action that would be suggested by the Legal Ombudsman if the complaint were to be referred to their office.

Stage 4

The individual investigating your complaint will provide you with a detailed assessment report, including their recommendations for resolving the complaint, if applicable. This report will be reviewed by our Director. If the complaint was outsourced, we will generally follow the recommendations made; however, if we believe they are not appropriate, we will explain our reasons to you.

We have up to 8 weeks from the date of receiving your complaint to thoroughly investigate and provide you with our final response.

If any of the timescales above need to be adjusted, we will contact you to provide an explanation.

You will not be charged for the time we spend dealing with your complaint internally.

Stage 5

If you remain dissatisfied after our internal complaints process, the next step is to contact the Legal Ombudsman. You can reach them through one of the following methods:

Telephone: 0300 555 0333

Overseas: +44 12 245 3050

Email: enquiries@legalombudsman.org.uk

In writing: PO Box 6806, Wolverhampton, WV1 9WJ

Website: www.legalombudsman.org.uk

Please note that the Ombudsman service is available to members of the public, very small businesses, charities, clubs, and trusts. If you are uncertain about your eligibility, we recommend contacting the Legal Ombudsman directly to clarify whether they can handle your complaint. Alternatively, you can refer to the Legal Ombudsman’s scheme rules, available through the following link

Reporting Complaints of Misconduct

If you have any concerns regarding misconduct or a breach of the SRA Code of Conduct by our firm, such as issues related to mishandling or loss of funds, dishonesty, or discrimination, we encourage you to report the matter to our regulatory body, the Solicitors Regulation Authority. You can reach them using the following contact details:

MaxLaw Solicitors
Head Office,
Unit F1, 1st Floor, 
210 Ilford Lane,
Ilford IGI 2LW

Complaint Handler Details
Mr. Shafaqat Ali,
Phone no.- +44 7961 733411