Our Complaints Procedure

We are committed to providing a high-quality legal service to our clients.  When something goes wrong, we need you to tell us about it.  This will help us to sort out any mistakes or misunderstandings, and to improve our standards.

If you have a complaint, please raise the problem with the lawyer responsible for your matter, or if you prefer, our complaints partner, Heather Millane.

Contact us by letter, email or phone:

MRP Capron

68 Orsett Road

Grays

Essex RM17 5EJ

What will happen next?

  1. We will acknowledge receipt of your complaint in writing within three working days of receiving it.
  2. We will then investigate your complaint. This will normally involve our complaints partner reviewing your file and speaking to the member of staff who acted for you.
  3. Within 14 days of sending you the acknowledgement letter our complaints partner will invite you to a meeting to discuss and resolve your complaint. If you do not want a meeting or it is not possible, our complaints partner may instead offer you a chance to discuss the matter by telephone.
  4. Within three days of the meeting, or any telephone conversation we have with you instead of a meeting, our complaints partner will write to you to confirm what took place and any solutions we have agreed with you.
  5. In any case she will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the written acknowledgement of your complaint referred to in paragraph 1 above.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner, or someone unconnected with the matter at the firm to review the decision.
  7.  We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8.  If we have to change any of these timescales we will let you know and explain why.
  9. If you are still not satisfied, or require further information, you can contact the Legal Ombudsman. Note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits. Further details are available from the Legal Ombudsman.

Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint and within six years of the act or omission about which you are complaining occurring (or within three years of you becoming aware of it).

Legal Omburdsman, PO Box 15870, Birmingham, B30 9EB

0300 555 0333              enquiries@legalombudsman.org.uk

  1. The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.  You can raise your concerns through their website:

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