MAKING A COMPLAINT

1.1 Those who are responsible for looking after your requirements will do whatever they can to make sure you are given the best possible service and advice. Regrettably, sometimes things can go wrong. This policy aims to give you a response to your concerns and explains our process.

2. WHO CAN COMPLAIN?

2.1 You can complain if you are a client of the firm, or if you have been a client of the firm in the past. You can also complain if our actions have failed you as a potential client of the firm.

3. WHO SHOULD I COMPLAIN TO?

3.1 Wherever possible, you should get in touch with your usual contact within the firm and in many cases it should be possible to sort it out straight away. Alternatively, please contact Simon Hart, our Client Relationship Partner. We take any complaint very seriously and will deal with your complaint promptly and professionally.

4. HOW QUICKLY WILL THE COMPLAINT BE DEALT WITH?

4.1 We would like to deal with your complaint immediately. Therefore, however you contact the firm, please help us by indicating how and when you can be contacted, who you would like to contact you (if you know) and, if at all possible, alternatives available to us for getting in touch with you.

5. HOW DOES OUR COMPLAINT PROCESS WORK?

5.1 We will do the following:

5.1.1 Acknowledge the complaint within 24 hours of its receipt and confirm that a preliminary investigation has been made.

5.1.2 If we have not been able to give a final response within five days of receipt of your complaint, then we will contact you and indicate why we are not yet in a position to resolve the complaint and explain to you when the firm will make further contact, which will be within eight weeks of receipt of your complaint.

5.1.3 By the end of eight weeks after receipt of your complaint, we will either send you a final response or explain why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response.

5.1.4 If you are not satisfied with the outcome of our investigation, you may refer your complaint to the Scottish Legal Complaints Commission within one year of the last date on which we provided our service in relation to which your complaint relates.

6. WHO TO CONTACT

6.1 MBM Commercial’s Client Relationship Partner – Simon Hart

Suite 2, Ground Floor
Orchard Brae House
30 Queensferry Road
Edinburgh
EH4 2HS
T: 0131 226 8200

6.2 For complaints relating to our Edinburgh office:

Scottish Legal Complaints Commission
12-13 St Andrew Square
Edinburgh
EH2 2AF
T: 0131 201 2130

6.3 For complaints relating to our London office:

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
T: 0300 555 0333

6.4 For complaints relating to California law advice:

State Bar of California
Intake Unit
845 S. Figueroa Street
Los Angeles
CA 90017-2515
T: (001) 800-843-9053

6.5 For complaints relating to New York law advice:

New York City Bar Association
42 West 44th Street
New York
NY 10036
T: (001) 212 382 6663

6.6 For complaints relating to Massachusetts law advice:

Massachusetts Board of Bar Overseers
Office of the Bar Counsel
99 High Street
2nd Floor
Boston
Massachusetts 02110
T: (001) 617-728-8750

6.7 For complaints relating to Maine law advice:

Maine Board of Bar Overseers
97 Winthrop Street
P. O. Box 527
Augusta
Maine 04332-0527
T: (001) 207-623-1121

6.8 For complaints relating to tax advice:

Institute of Chartered Accountants of Scotland
CA House
21 Haymarket Yards
Edinburgh
EH12 5BH
T: 0131 347 0100

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