- 0208 5324884
- info@masonslaw.com
- Masons Law LLP 150 Cranbrook Road Ilford IG1 4LZ
- Mon - Fri 9:00am - 5:00pm
Introduction
At Masons Law LLP, we are committed to providing the highest standard of legal services. We recognize that despite our best efforts, concerns or issues may occasionally arise. We take such instances seriously and are dedicated to resolving them in an efficient, fair, and transparent manner.
Scope of the Complaints Procedure
This procedure applies to all complaints regarding any aspect of our services, including but not limited to legal advice, client care, billing, and interactions with our website. It encompasses concerns from all clients and potential clients, ensuring their rights are respected and protected.
How to make a Complaint?
Contact Details for Complaints:
Address: Masons Law LLP, 150 Cranbrook Road, Ilford, Essex, IG1 4LZ.
Phone: 020 8532 4884
Email: info@masonslaw.com
Preferred Method: While complaints can be made in any format, we encourage written complaints to ensure clarity and a comprehensive record.
Acknowledgement of Complaints
Upon receiving a complaint, we will:
Acknowledge receipt within three working days.
Provide the complainant with the name and contact details of the individual handling the complaint.
Confirm our understanding of the complaint and request any additional information if needed.
Investigation Process
Timeframe: We aim to complete investigations within 21 working days. If longer is required, we will inform the complainant with reasons and an estimated timeframe.
Confidentiality: All complaints will be handled with strict confidentiality and in compliance with GDPR and data protection laws.
Impartiality: The complaint will be investigated by a person not directly involved in the matter.
Responding to Complaints
Detailed Response: We will provide a detailed written response to each complaint, outlining our findings, any actions taken, and proposals to resolve the complaint.
Options for Resolution: Solutions may include an apology, rework, refund, or any other appropriate remedial actions.
Review and Appeal
Internal Review: If the complainant is not satisfied with our initial response, they may request an internal review, to be conducted by a senior partner not involved in the complaint.
Final Decision: Our final decision will be provided within 14 working days of the review request.
External Bodies
Legal Ombudsman: Complaints not resolved to the satisfaction of the complainant within eight weeks, or dissatisfied with the final response, can be referred to the Legal Ombudsman.
Solicitors Regulation Authority: Complaints regarding professional misconduct can be directed to the SRA.
GDPR and Data Protection
Compliance: All personal data related to complaints will be processed in accordance with the GDPR and our Data Protection Policy.
Rights: Complainants have rights to access, rectify, erase, and restrict the processing of their data.
Security: We ensure the security and confidentiality of data processed.
Access and Correction: Requests for data access or correction can be directed to our Data Protection Officer at info@masonslaw.com.
Review of Policy
This policy will be reviewed regularly to ensure effectiveness and compliance with the latest legal and regulatory requirements.
