Complaints Procedure


Any expression of dissatisfaction about the service you have received from Mellor Solicitors will be considered seriously and we will ensure that we respond promptly to any complaint. Mellor Solicitors is committed to providing a professional, efficient and courteous service to all our clients.

If you feel that we have failed to achieve an acceptable standard of service we want you to tell us. We regard it as an opportunity to monitor and improve our quality of service. We will investigate your concerns objectively and try to generate a positive and speedy solution.

What to Do If You Have A Complaint About The Service We Have Provided

If you are not happy with the reply provided by the person normally dealing with your case you can refer the matter to his/her supervising partner or manager. The name of the supervising partner or manager will also be found on your initial correspondence or, if you do not have this, by contacting the supervising partner on 0161 624 0387. The supervising partner or manager will consider your complaint and carry out an investigation and will provide a proposed solution within ten business days.

If the matter is complex and it takes longer to deal with your complaint, we will contact you within ten business days to give you an approximate timescale of when you can expect a response. If we believe it would be helpful, we may suggest a meeting. If, following investigation by the supervising partner or manager, you remain dissatisfied with the response then your complaint may be referred to the Managing Director,, or by post at: Mellor Solicitors, Post Office Building, Rochdale Road, Royton, Oldham, OL2 6QJ.

If there are any circumstances which make it difficult for you to make a complaint in writing, please call the Managing Director on 0161 624 0387 who will do all they can to assist you. The Managing Director will ensure that your complaint about the service provided by Mellor Solicitors is carefully examined and resolved as quickly as possible.

Referral to The Legal Ombudsman

If you are not satisfied with the final response of our Managing Director you may refer your complaint to the Legal Ombudsman (LeO). The LeO expects complaints to be made to them within six years from the date of the act/omission about which you are concerned, or three years from when you should have known about the complaint. The Legal Ombudsman will usually only consider a complaint if our internal complaints procedure has been exhausted within the last six months.

The Legal Ombudsman’s contact details are as follows Telephone: 0300 555 0333 (international: +44 121 245 3050)

Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Call us on 0161 624 0387 to receive expert advice from one of our specialist lawyers on a no win no fee basis.

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