COMPLAINTS HANDLING PROCEDURE

COMPLAINTS HANDLING PROCEDURE
This Complaints Handling Procedure tells you how we will deal with your complaint and how
long it is likely to take. It also provides important information about what you can do if you
are not happy with the way in which we are dealing with your complaint, or about our final
decision.
Designated Complaints Handler
If you have any concerns about our service, our work, or our charges, you should discuss these first with
the individual who has day-to-day control of your matter.
If this person cannot satisfactorily address your concerns and you wish to make a complaint, please
contact our Designated Complaints Handler, Mehdi Erfan.Error! Bookmark not defined.
You can write to him at 29 Farm Street, London W1J 5RL or send an email to mehdi.erfan@mvlg.co.uk
Step One: Acknowledging your Complaint
Within two working days of receiving your complaint, your complaint will be recorded in our
Complaints Register and a separate file will be opened in which we will store any correspondence and
other documents relating to your complaint. Within two working days we will also send you a letter
acknowledging your complaint.
Step Two: Investigating your Complaint
Within five working days of receiving your complaint, we will review your file(s) and any other relevant
documentation and send you a letter telling you how we propose to deal with your complaint. Examples
of what we might say in this letter are as follows:
• If your complaint is straightforward we might make suggestions as to how we can put things
right or we may offer you some form of redress;
• If your complaint is more complicated we might ask you to confirm, explain or clarify any
issues;
• We may ask to meet with you to discuss things face-to-face and we would hope to be in a
position to meet with you no longer than fourteen working days after first receiving your
complaint. If you would prefer not to meet, or if we cannot arrange this within an agreeable
timescale, we will write to you fully setting out our views on the situation and making
suggestions as to how we can put things right, or asking you to confirm, explain or clarify any
issues. Within three working days of any meeting, we will write to you again to confirm what
took place and to confirm any offer of redress that we have made.
Whichever form our investigation takes, we will aim to give you our final decision within six weeks of
receiving your complaint (or sooner if possible).
Step Three: Appealing against our Final Decision
If you are not satisfied with our final decision, please let us know and we will review our decision again.
We will let you know the result of any appeal within five working days of receiving your appeal.

MVLG’s Complaints Handling Procedure June 2021
MVLG Limited is a limited company in England, Company registration number: 11746213. It is authorised and regulated by the Solicitors
Regulation Authority. SRA No. 657647. A list of members of MVLG Solicitors is open to inspection at its registered office at 29 Farm
St, London, W1J 5RL. Any reference to a partner is relation to MVLG Solicitors is to a member of MVLG Limited.
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Step Four: The Legal Ombudsman
If you are still not satisfied, you can then contact the Legal Ombudsman about your complaint provided
you do so within six months of the end of our Internal Complaints Handling Procedure.
In addition, there are time limits relating to the date you first became aware or should have become
aware of the problem. The relevant time limits are set out in the version of the Legal Ombudsman’s
Scheme Rules in force from time to time (which can be accessed at:
http://www.legalombudsman.org.uk/downloads/documents/publications/Scheme-Rules.pdf or by
contacting the Legal Ombudsman using the contact details provided below) and may only be extended
by the Legal Ombudsman in exceptional circumstances.
Ordinarily, you cannot use the Legal Ombudsman unless you have first attempted to resolve your
complaint using our internal Complaints Handling procedure, but you will be able to contact the Legal
Ombudsman if:
• The complaint has not been resolved to your satisfaction within eight weeks of first making the
compliant to us; or
• The Legal Ombudsman decides that there are exceptional reasons why the Legal Ombudsman
should consider your complaint sooner, or without you having to use our internal Complaints
Handling Procedure first; or
• The Legal Ombudsman considers that your complaint cannot be resolved using our internal
Complaints Handling Procedure because the relationship between you and us has broken down
irretrievably.
If you wish to make a complaint to the Legal Ombudsman, you must be one of the following:
• An individual;
• A micro-enterprise as defined in European Recommendation 2003/361/EC of 6 May 2003
(broadly, an enterprise with fewer than 10 staff and a turnover or balance sheet value not
exceeding €2 million);
• A charity with an annual income less than £1 million;
• A club, association or society with an annual income less than £1 million;
• A trustee of a trust with a net asset value less than £1 million; or
• A personal representative or the residuary beneficiaries of an estate where a person with a
complaint died before referring it to the Legal Ombudsman.
If you are not, you should be aware that you can only obtain redress by using our Complaints Handling
Procedure or by mediation or arbitration, or by taking action through the Courts.

MVLG’s Complaints Handling Procedure June 2021
MVLG Limited is a limited company in England, Company registration number: 11746213. It is authorised and regulated by the Solicitors
Regulation Authority. SRA No. 657647. A list of members of MVLG Solicitors is open to inspection at its registered office at 29 Farm
St, London, W1J 5RL. Any reference to a partner is relation to MVLG Solicitors is to a member of MVLG Limited.