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.

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.

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.

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.

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.

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.

The Legal Ombudsman will want to check that you have tried to resolve the complaint with us first.  The time scales for doing so are as follows:

• within six months of receiving our final response to the complaint; and
• no more than one year from the date of act/omission; or
• no more than one year from when you should reasonably have known there was cause for complaint.

The Legal Ombudsman can be contacted by:

• Visiting: www.legalombudsman.org.uk
• Calling: 0300 555 0333 between 09:00 and 17:00
• Emailing: enquiries@legalombudsman.org.uk
• Writing to: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Solicitors Regulation Authority: Complaints regarding professional misconduct can be directed to the SRA.

• The Solicitors Regulation Authority (“SRA”) can help 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.
• The SRA’s website sra.org.uk contains information about raising concerns about solicitors and law firms or you can follow the below link and fill out their report form:

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

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.

This policy will be reviewed regularly to ensure effectiveness and compliance with the latest legal and regulatory requirements.