Complaints Handling Procedure

Mason Hayes is committed to providing a high quality legal service to all of our clients.  When something goes wrong, we want you to tell us about it.  This will help us to improve our standards.

Our Complaints Procedure

If you have a complaint, please contact us with the details.  Complaints should be addressed to:

Marcus Hayes, Complaints Partner
Mason Hayes Solicitors
Siviter House
No. 1 The Grange
Altrincham Road
Wilmslow
Cheshire  SK9 5ND

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within three days of us receiving the complaint, enclosing a copy of this procedure.

2. We will then fully investigate your complaint. This will normally involve passing your complaint to our Client Care Partner, Marcus Hayes, who will review your matter file and speak to the member of staff who acted for you.

3. Marcus Hayes will then invite you to a meeting to discuss and hopefully resolve your complaint. Marcus Hayes will do this within fourteen days of sending you the acknowledgement letter.

4. Within three days of the meeting, Marcus Hayes will write to you to confirm what took place and any resolution agreed at the meeting.

5. If you do not wish for a meeting to take place or if a meeting is not possible, Marcus Hayes will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within twenty one days of sending you the acknowledgement letter.

6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for Tim Morris who is a Senior Consultant employed by this firm to review any decision.

7. Tim Morris will write to you within fourteen days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

8. Should you still not be satisfied with the resolution offered, then you can write to the office of the Legal Ombudsman at P O Box 6806, Wolverhampton WV1 9WJ with details of your complaint. Any complaint to the office of the Legal Services Ombudsman must usually be made within six months of the reason for any complaint being identified.  For further information, please contact the Legal Ombudsman on 0300 555 0333 or refer to www.legalombudsman.org.uk.

If Mason Hayes is forced to change any of the timescales detailed above, we will let you know at the earliest opportunity and provide a full explanation of our reason for so doing.