Complaints

Our Complaints Procedure

We are committed to providing a high level of service and client satisfaction. Should we fall below your expectation then we ask that you first make contact with us about your concerns. If you remain unsatisfied, then you are entitled to make a complaint. Please the procedure below.

We are dedicated in providing a high level of service

If you are unsatisfied with any aspect of the service you have received from us, you have the right to raise a complaint.

In the first instance you must raise the complaint with the person dealing with your matter, providing full details of the issues giving rise to the complaint.

The Legal Ombudsman service has been operational since October 6th, 2010 and is ultimately responsible for ensuring that complaints are dealt with appropriately.

Normally, the Legal Ombudsman expects you to give us 8 weeks to try to resolve the matter. If after 8 weeks you are still dissatisfied or if we are unable to resolve your complaint then you can independently have the complaint considered by the Legal Ombudsman.

Time Period

Usually you are required to register a complaint within one year.

You must then give us 8 weeks to try to resolve your complaint before you make contact with the Legal Ombudsman. A complaint to the Legal Ombudsman must normally be made within six months of the date of the conclusion of our complaints procedure.

In summary:

  • You must register your complaint with us within one year
  • The Legal Ombudsman expects you to give us 8 weeks to try to resolve your complaint
  • After this time, you can contact the Legal Ombudsman (but you must do so within 6 months)

How to complain

To register a formal complaint, please write to us and include all the information suggested by the Legal Ombudsman – their website includes some useful checklists and sample letters.

In addition to the Legal Ombudsman, several other complaints bodies exist which are also able to deal with complaints about legal services Рthese are: Ombudsman Services, ProMediate, Small Claims Mediation and the European Online Dispute Resolution platform. Information about these alternatives can be found at:

Regulator and company details:

Masons Solicitors is authorised and regulated by the Solicitors Regulations Authority.

Masons Solicitors is the trading name of Masons Solicitors Limited registered company number 12249349 and is authorised and regulated by the Solicitors Regulations Authority (SRA number 665366)