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Complaints Procedure

We hope you will never need to use this, but if you do, please see our complaints procedure below.

We are committed to providing a high-quality legal service to all our clients. If something goes wrong, we need you to tell us about it. This helps us improve our standards.

Initial Concerns

In most cases, an informal chat with Roy Magara will resolve your concerns.

If not, you can formalise your complaint in writing to Roy at roy@magaralaw.co.uk.

What We Need to Know

Please provide the following information (in writing if possible) so we can deal with your complaint correctly:

✔  Your name, contact details and preferred contact method.

✔  File reference number.

✔  Details of your concerns.

✔  How you would like us to put things right.

What Will Happen Next

  1. If you telephone us, we will try to resolve the issue during that call.
  2. We will acknowledge your complaint within 2 working days of receipt and enclose a copy of this procedure.
  3. We will investigate your complaint, review your matter file, and arrange to speak with you about your concerns.
  4. Within 21 days of acknowledging your complaint, we will send you a detailed written reply with suggestions for resolution.
  5. If you remain dissatisfied, you may request that Roy reviews his decision.
  6. Within 14 days of receiving your review request, we will confirm our final position and explain our reasoning.
  7. If we need to adjust any of the timescales above, we will let you know and explain why. If you do not receive a response within 8 weeks, you can escalate to the Legal Ombudsman.

What to Do if We Cannot Resolve Your Complaint

  1. You can refer your complaint to the Legal Ombudsman, who investigates service issues with lawyers.Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH.
  2. The Legal Ombudsman expects complaints within 1 year of the act/omission (or when you became aware of it), and within 6 months of our final response.
  3. For concerns relating to solicitors’ conduct, you can also report matters to the Solicitors Regulation Authority (SRA).

    Click here     for details. Anyone can report concerns, with no time limit.