Complaints policy

Miller Rosenfalck is committed to providing a high quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

Our complaints procedure
If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed. You can contact the Designated Partner as identified in your letter of engagement or our Managing Partner at Aylesbury House, 17-18 Aylesbury Street, London EC1R 0DB.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within seven days of our receiving the complaint, enclosing a copy of this procedure and our Client Complaint Form.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our Client Care Partner who will review your matter file and speak to the member of staff who acted for you.
  3. We will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter.
  4. Within three days of the meeting, our Client Care Partner will write to you to confirm what took place and any solutions that were agreed with you.
  5. If you do not want a meeting or it is not possible, our Client Care Partner will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another partner to review the decision.
  7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8. If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within 6 months of receiving a final written response from us about your complaint. Please note that the Legal Ombudsman may not deal with a complaint about a bill if you have applied to the court for assessment of that bill. For further information, you should contact Legal Ombudsman on 0300 555 0333 or refer to www.legalombudsman.org.uk.

If we have to change any of the timescales above, we will let you know and explain why.