Our Complaints Procedure
Morris Legal will always strive to provide the best service possible for all clients, however, on occasion, some may be disappointed or dissatisfied with the service we provide; how well we respond to such disappointment is an important element of our standard of service to clients. It is, therefore, in our interest to deal as effectively as possible with any problems as soon as they arise.
We have, therefore, detailed below the procedure we operate when a client does file a complaint.
To whom you should complain
Whenever a file has been opened the solicitor will send out a Client Care Letter to you. This letter advises you to contact Andrea Morris in her capacity of Complaints Handler in the first instance and also refers to this Complaints Procedure. It is Andrea Morris’ responsibility to liaise with you and the solicitor concerned.
The Morris Legal Complaints Structure
The Morris Legal Complaints Structure operates at two levels:-
Complaints Handler
(Andrea Morris)
|
Solicitor Concerned
(The solicitor who is responsible for day to day conduct of your file)
The Initial Complaint
Initially, we hope that you will raise any difficulties with the solicitor concerned. In most cases, it should be possible to resolve problems or misunderstandings at this level. We will do everything we can to show you that the matter is being addressed, as you would wish.
In the event that the solicitor concerned is unable to satisfy you at this initial informal stage, they must report the complaint to Andrea Morris who is the Complaints Handler for Morris Legal. Alternatively, you may have taken the step of reporting your complaint direct to Andrea Morris.
The Acknowledgement Letter
Andrea Morris in conjunction with the solicitor concerned will then write to you acknowledging the complaint and asking you to confirm or explain the necessary details. This is to ensure that you:-
- Are satisfied that the complaint has been dealt with seriously;
- You get a prompt response;
- You receive an assurance that the matter is being reviewed and;
- You are notified as soon as possible of the outcome.
In this letter, Andrea Morris will also advise you of who she will be speaking with when she is investigating the complaint. You should expect to receive the Acknowledgement Letter within 7 days of you first registering your complaint.
It may however be necessary to alter this timescale for example if a matter is complex. Andrea Morris will however advise you accordingly.
We hope that, at this point, your complaint will have been satisfactorily addressed. When this is the case, kindly confirm the position in writing to Andrea Morris who will then close your complaint file.
What if you decide not to take matters any further at this stage?
In some instances you may decide not to take the matter any further for whatever reason and, as such, you may not respond to the Acknowledgement Letter sent out by Andrea Morris. It is, therefore, Andrea Morris’ responsibility to send a chasing letter to you, in the event that a response is not received within 7 days of the Acknowledgement Letter being sent.
If after 7 days of the Chasing Letter being sent, you still do not respond, then Andrea Morris will write to you confirming that, as a response has not been received, Morris Legal will assume that you do not intend to proceed and we will not, therefore, carry out an investigation into the alleged complaint.
What will happen if you do respond?
In the event that you decide to respond, Andrea Morris is appointed to investigate the complaint and will acknowledge your reply confirming what will happen next. This is to be undertaken within a day of receiving your reply. She will then start to investigate the complaint. We have detailed below a series of steps, which can be undertaken when investigating a complaint.
The Investigation
- Andrea Morris may examine the conducting solicitor’s initial reply (if any) and consider the information recorded in the complaint file. This procedure should only take up to 14 days from receiving your reply to the Acknowledgement Letter and the file.
- On liaising with solicitor concerned Andrea Morris may formally reply to your complaint in writing. This letter is to be sent to you within 28 days of receiving your reply to the Acknowledgement Letter.
- Andrea Morris may then meet you in order to discuss the position and hopefully resolve the complaint. This should be done within 3 days of receiving all necessary details from the solicitor concerned. After this meeting has taken place, Andrea Morris will write to you confirming what took place and any solutions that have been identified/agreed within 2 days of that meeting. If you do not want a meeting or it is inconvenient for whatever reason, then Andrea Morris will send you a detailed reply to your complaint. This is to include suggestions for resolving the matter and is to be sent within 5 days of us completing our investigation.
- On occasion, it may be necessary to invite you to agree to independent mediation.
- At this stage, if you remain dissatisfied, Andrea Morris will request that you write to the Legal Ombudsman to enable you to contact them about your complaint if necessary. Their contact details are Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ telephone 0300 555 0333 www.legalombudsman.org.uk Please note that you must raise your concerns with the Legal Ombudsman within six months of the final letter.
In the highly unlikely event that you need to make a complaint, and your complaint is not about our service, but is about our conduct, the SRA (Solicitors Regulation Authority) deals with conduct issues rather than the Legal Ombudsman which deals with service issues. You can visit the SRA’s website here to see how you can raise concerns with them.
The Next Step
If you are looking for a No Win Fee Employment Law Solicitor to represent you, we need to assess the merits of your potential claim which we are normally happy to do free of charge.
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Perfect and professional from start to finish. Made an incredibly stressful situation much much easier to deal with. Honest and realistic and managed my expectations throughout the whole process. Always only a phone call or email away if I had any questions. If anyone is unfortunate enough to find themselves in a situation where they are in need of an employment law solicitor, Dean Morris is your man!
Michael
Difficult case and Dean looked and decided he could help me when many others rejected it. Very proffesional and kept me updated at every stage. Settled Just before Tribunal for more than i expected. Well worth his 35% fee. Would have no hesitation using him again, Highly recommend.
Anonymous
Dean took on my case after I was unfairly dismissed from work. He answered all of my queries and was very efficient. Dean secured a great outcome for me and I felt that justice was served as a result. I wouldn’t hesitate to recommend Dean’s service.
Teodora Angelakova
Dean,
I am writing to thank you for outstanding work you did for me.Words cannot give all my appreciation.You were superbly professional and efficient.Your foresight on all matters on my case, which was NO WIN NO FEE was thruly remarkable.I owe the success and victory of my case to your dedication,throughout all this difficult time for me.You literally took the hassle and worry away.I knew that you were only at the end of the phone if I was concerned.
It goes without saying that,I will always refer to your firm if the need ever arises that I shell need any legal assistance again,and I definitely recommend you to anyone else.
Once again, my heartfelt thanks and appreciation.
Chris
I cannot thank Dean enough for the help he gave after I was dismissed unfairly by a huge company. My own union wouldn’t help but Dean took my case on and on a no win no fee basis and secured a settlement for me. I honestly can’t thank him enough and I would highly recommend anyone with a problem to contact him. He gave a first rate service
Liz
Dean took on my case on a no win no fee basis . The service throughout has been excellent and I’m extremely happy with my settlement!
B
Could not write a review that would do justice for Dean and his team, made an extremely stressful situation a hell of a lot easier. He looks at your case and gives you an honest opinion of the strength of your case, after lots of dead ends dean took my case and got me the result that i wanted. If i ever had any problems Dean was contactable via email and phone. If you ever find yourself having legal issues would definitely recommend Morris Legal Ltd. 10/10 team
Peter Lai
Carefully examined the statements i have given, also made constructive inquiries, i did not expect anything at first but the result was good enough to ease my situation caused by my former employer who unfairly dismissed me from work. Very professional, having him as my Solicitor would really boost my confidence in the case. With him on my side, i had almost stress relief for the legal representative part. Further, my case was not an ordinary Employment Law, this involved immigration due to the nature of my job. It was an extra effort to seek for concrete information to assist the case and he has done a brilliant job. Highly reliable solicitor with prompt service and responses. very hardworking until final minute before the tribunal took place. If your case is genuine and in a suitable area of Law, highly recommend Dean Morris to assist your case. Your chance of winning probably higher due to the way of he approaches the case which i strongly believe is unquestionable.
Paul
Dean is top class,help me every step of the way always there with any question I had and got me the best result highly recommend
David
The service was absolutley brilliant.Dean Morris is awesome he took on my case on a no win no fee basis in a time of dispair in a legal matter against two giant cooperates and got me the result I wanted . I am grateful for the excellent work he has done on my behalf and I would definitely recommend him and his legal team .
Troy
I was unfairly dismissed from my place of work, so decided to make a claim and was recommended to contact these solicitors. Dean was very responsive and any queries or questions I had were dealt with quickly! Everything was straight forward and he was patient with me providing all information and getting extra stuff to him. All paper work was double checked and everything was relayed back to me for confirmation. Very happy with the result overall, thank you very much.
Satnam Lyall
Fab! I will defo be recommending this solicitor to anyone who is in need ! Dean made a very stressful time in my life a whole lot easier to cope with. I could not be more grateful. Massive THANK YOU !!
Julie
Dean was really friendly and helpful throughout my case, always responded quickly to emails would highly recommend this firm of solicitors
martin williams
i will recommend dean morris of morris solicitors to everybody .
helped me in every way that he can in this case
Steve callis
Morris legal Ltd really did provide an excellent service when I took my former employer to tribunal for unfair dismissal.Dean Morris did an excellent job by getting my former employers to settle before going to tribunal,thanks Dean.
The Next Step
If you are looking for a No Win Fee Employment Law Solicitor to represent you, we need to assess the merits of your potential claim which we are normally happy to do free of charge.
Get In Touch
Fill in our quick form and one of our employment law experts will contact you to discuss how we can help you