Complaints Procedure

Mathew Solicitors are committed to high quality legal advice and client care. If you are unhappy about any aspect of the service you receive, or about the bill, please contact Jiji Mathew (Director) via email at [email protected], by telephone on 01604451433 or by post immediately so that we can do our best to resolve the problem forthwith.

Once we receive your complaint we will aim to resolve it within eight weeks of the date you contacted us. We will send you a letter acknowledging receipt of your complaint within five working days of receiving it. Your complaint will be passed to our Director, Jiji Mathew, who will review and investigate your complaint. He will contact you to discuss your complaint further; this may involve inviting you to a face to face meeting. He will also speak to any members of staff that have been involved in your case. This will happen within 14 days of sending you our acknowledgement letter. Within three days of Mr Mathew speaking/meeting with you, he will write to you to confirm what took place and any solutions agreed with you. If you do not want a meeting/discussion or it is not possible, Mr Mathew will send you a detailed written reply to your complaint, including his suggestions for resolving the matter; this will be sent within 21 days of sending you our acknowledgement letter. If you are still not satisfied , you should contact us and we will look at your complaint again. Depending on your comments we may pass your matter to another member of our team to conduct a second review/investigation. We will write to you within 14 days of receiving your further request, confirming our final position on your complaint and explaining our reasons.

If you are still not satisfied, you can contact the Legal Ombudsman (LeO) at PO Box 6806, Wolverhampton WV1 9WJ about your complaint. You can also e-mail the Legal Ombudsman (LeO) at [email protected] or telephone them on 0300 555 0333 or +44 121 245 3050 if calling from overseas. For further information, please access the Legal Ombudsman (LeO)’s website: www.legalombudsman.org.uk. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring, or if outside of this period, within three years of when you should reasonably have been aware of it.

We are regulated by The Solicitors Regulation Authority and they can help you 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. You can contact the SRA using the following details: