Complaints Procedure

Our Complaints Policy

We are committed to providing a high standard of service to our clients. If you are unhappy or concerned about our service or a bill, please tell us. We take complaints seriously and will deal with them promptly, fairly and free of charge.

How to Make a Complaint

Please contact Victoria McEvedy with details of your complaint:

McEvedys Solicitors & Attorneys Ltd
8 St James's Square
London SW1Y 4JU
Email: victoria@mcevedys.com

Making a complaint will not affect how we handle your matter.

What Happens Next

We will acknowledge your complaint in writing. We may ask you for further information if this is necessary to understand or investigate your complaint.

We will investigate the complaint by reviewing the relevant work and records and, where appropriate, speaking to those involved.

Once our investigation is complete, we will write to you setting out our conclusions and, where appropriate, any proposal for resolving the complaint.

We aim to provide our substantive response within 30 days of receiving your written complaint. If for any reason we are unable to do so, we will tell you why and when you can expect our response.

If you remain dissatisfied, you may ask us to review our decision. We will aim to complete that review within 10 days.

Where a complaint concerns matters which are also the subject of threatened or existing legal proceedings, it may be appropriate to pause consideration of some or all of the complaint pending determination of those proceedings. If we consider that appropriate, we will tell you and explain why. Any matters remaining unresolved may then be considered under this procedure. 

Legal Ombudsman 

If we have not resolved your complaint to your satisfaction within eight weeks of receiving it, or if you remain dissatisfied following our final response, you may be entitled to ask the Legal Ombudsman to consider the complaint.

The Legal Ombudsman can be contacted at:

Legal Ombudsman
PO Box 6167
Slough SL1 0EH
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

Ordinarily, a complaint to the Legal Ombudsman must be made:

• within one year of the act or omission complained of; or
  
• within one year of when you should reasonably have known there was cause for complaint; 
  

and, where we have issued a final response which contains the required information, within six months of that final response.

Solicitors Regulation Authority

The Legal Ombudsman deals primarily with complaints about the service provided by solicitors. The Solicitors Regulation Authority (SRA) deals with concerns about professional conduct.

Further information about when and how to report a concern is available from the SRA at www.sra.org.uk/consumers/problems/report-solicitor/.

Alternative Dispute Resolution

If our complaints procedure has been exhausted and we have been unable to resolve your complaint, we will provide you with details of an approved alternative dispute resolution body which would be competent to deal with the complaint and tell you whether we agree to use that scheme.