Mayo Wynne Baxter Complaints Procedure

Our aim is to ensure that everyone who receives a service from this firm considers it to be efficient and effective. However, even with the best of intentions, we may at times fail to meet your expectations. If you have a concern about any aspect of our service, or about the bill, which has not been resolved to your satisfaction then you may raise a complaint.

Mayo Wynne Baxter is part of the Ampa Group. This means that there is centralised support available to us for certain aspects of our business. This includes the handling of complaints. This means that complaints may be dealt with by people employed by other Ampa Group entities. This enhances our ability to review matters efficiently and objectively.

What you need to do

In the first instance, it may be necessary to contact the person working on your case to discuss your concerns and we will do our best to resolve any issues at this stage.

If you would like to make a formal complaint please contact the Complaints Team at complaintsteam@shma.co.uk, by email, detailing the reasons for your dissatisfaction with our service or by telephone on 0330 024 0333. We will not charge you for dealing with your complaint.  Making a complaint will not affect how we handle your case.

Our process

  • We will acknowledge your complaint within 5 working days of it being received.
  • Once we have received all relevant information, we will undertake a full review of your file and discuss your complaint with the acting Fee Earner or Partner.
  • We will aim to provide you with a final response to your complaint within 6 - 8 weeks of receipt.

The SRA can help if you are concerned about our behaviour. You can raise your concerns with them at www.sra.org.uk/consumers/problems/report-solicitor.page

 What happens next?

If you are not satisfied with our final response, you can contact us with any additional information which you think may be helpful to our investigation, and we will undertake a further review. We will aim to provide a response to this within 14 days of receipt. If we are unable to reach a satisfactory conclusion we will write to you again and confirm our firm’s final position. If we are unable to resolve your complaint then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers.

 

The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you. Contact details for the Legal Ombudsman:

Legal Ombudsman

PO Box 6167

Slough

SL1 0EH

T: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

 

Please note that the service provided by the Legal Ombudsman is only available to certain types of clients, and in broad terms these will be individuals or microbusinesses. For exact criteria please refer to the Legal Ombudsman’s website at

www.legalombudsman.org.uk.