If you are dissatisfied with the service received or if you are dissatisfied with regards to a charge on a bill received, please first contact the member of staff who is dealing with your matter. Alternatively, you may contact Mr. Himanshu Sharma, our Complaints Handling Partner. His email address is hs@mblawltd.com. If the complaint is in connection with Mr. Sharma or he does not resolve the complaint to your satisfaction, we will delegate the handling of your complaint to an independent complaints handler for investigation. Please set out as clearly as you can the nature of your complaint or concern and how it has arisen. Please also ensure that your letter states the identity of the person who dealt with your matter and your file reference number.

What will happen next?

Within five working days of receipt of your complaint we will:

• Record your complaint in our central database and open a file for your complaint.
• Send you a letter/email acknowledging receipt.
• Ask you to confirm or explain any details which are unclear.

If we have asked for further details, we will acknowledge those within three working days of receipt and confirm what will happen next.

Our investigation

1. Within seven working days of receiving your complaint (or the further details requested), we will ask the member of staff who acted for you to comment and will review your file.
2. Within ten working days of receiving your complaint (or the further details requested), Mr Sharma will write to you with our view of your complaint, and how to resolve it.
3. Mr. Sharma may invite you to a meeting. He will write to you within two working days of the meeting to confirm what took place and any solutions agreed with you.
4. If you are still not satisfied, you can write to us again. We will review our decision and will do the following:
   • We will invite you to agree to an independent complaints handler to review the complaint and make recommendations, if any. They will do this within fourteen days. In all but exceptional circumstances we will act upon the advice given by the independent complaints handler.
5. We will then write to you confirming our final position on your complaint and explain our reasons.
6. lf you are still not satisfied; the next step is for you to contact the Legal Ombudsman by 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
  • www.legalombudsman.org.uk
  • You must contact the Legal Ombudsman within six months of receiving a final response to your complaint and no more than one year from the act/omission that lead to the complaint. or no more than one year from when you should reasonably have known there was cause for complaint.

7. If we have to change any of the timescales above, we will let you know and explain why.

Solicitors Regulation Authority

You may also choose to make a report to the solicitor’s regulation authority (SRA). This could be if you are concerned about our professional behavior or conduct, such as for things like dishonesty, deliberately overcharging you, or treating you unfairly because of a characteristic such as your age, sex or a disability.

You can find out how to make a report as the following link:

https://www.sra.org.uk/consumers/problems/report-solicitor

or contact the SRA at their details below:

Solicitors Regulation Authority

The Cube,

199 Wharfside Street,

Birmingham,

B1 1RN

Tel: 0370 606 2555