Complaints
Marland Thomas is committed to providing a high standard of service to everyone; however, we recognise that things can go wrong from time to time. If you feel there is a problem with our work, charges or the service that you are receiving, you are entitled to complain.
You can download a copy of our Complaints Handling Policy here.
Our aim is to handle your complaint fairly, consistently and quickly. In order to do this it will help if you provide as much information as possible and tell us how you would like us to resolve the problem. If we uphold your complaint we will apologise and we will explain what went wrong. Wherever possible, we will take steps to prevent the problem happening again.
We will always attempt to resolve your complaint at the point of contact. If we have not been able to resolve your complaint immediately, we will acknowledge your complaint within 5 working days of receipt and will aim to provide a full response within 8 weeks of the date of receipt of your complaint.
Your complaint will be investigated by our Complaint Handling Partner who will review the relevant information on our system and any information provided by you as part of the complaints investigation process. Please note that our Complaint Handling Partner may contact you to obtain further information, where appropriate, in order to investigate your complaint and issue you with a final response.
You can make a complaint about our service via Marland Thomas’ internal complaints procedure by email: complaints@marlandthomas.co.uk, by telephone on 0161 260 0800 or by post to Marland Thomas Solicitors, PO Box 924, Altrincham, WA15 5QE.
Should you remain unhappy you may refer your complaint within 6 months of the date of our final response to the Legal Ombudsman Service by email: enquiries@legalombudsman.org.uk, by phone on 0300 555 0333 or post to Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ. The Legal Ombudsman can investigate complaints up to 6 years from the date of the problem happening or within 3 years of when you found out about the problem.
Feedback
We are always looking to improve our services to clients and would value your comments and suggestions on how we carry out our work for you. If you wish to provide us with feedback, either during our engagement or once our work is completed, please do not hesitate to do so. You can provide feedback by email, post or over the telephone directly to one or more of the solicitors or advisers who have been undertaking work for you. Alternatively, you can contact the company’s directors by emailing feedback@marlandthomas.co.uk.
Right to Cancel
You have the right to cancel your claims free of charge within the 14 days following the date that you sign an Agreement to Proceed without giving any reason (the ‘Cancellation Period’).
To exercise the right to cancel, you must inform Marland Thomas of your decision to cancel the contract by a clear statement (for example by a letter sent by post or email). You may use the model Cancellation Form (download a copy here), although use of this form is not obligatory.
If you are in any doubt as to the effect of your cancellation rights please contact us here.