Complaints Procedure

Minster Law is committed to providing a professional and efficient service to all our clients. Complaints of any sort are taken very seriously by us.  We consider a complaint as being a written or verbal expression of dissatisfaction with either an individual within Minster Law or with a system or procedure operated by Minster Law.  All complaints that we receive are fully investigated and responded to in a positive and timely way.

If you wish to make a complaint, you can do so, in writing, by telephone, by e-mail or via our online Complaints Form.

Please address all correspondence for the attention of:

Matthew Cordall
Minster Law Ltd
Alexander House
Hospital Fields Road
York YO10 4DZ

Alternatively you may call our Client Relations Team on 01904 663755, e-mail us at complaints@minsterlaw.co.uk or via our online Complaints Form.

What will happen next?

Once your complaint is received you will be sent a written acknowledgement within 2 working days to confirm receipt and to advise you of our next step.

A member of the Client Relations Team will investigate your complaint.  We aim to provide you with a full response within 7 working days, in the event that further investigations are required beyond this time period we will advise you immediately.

If following our response, you remain dissatisfied, the matter can be referred to the Director of Compliance and then if required the Chairman for consideration.

If you are not satisfied with our final response you may refer the matter to the Legal Complaints Service:

Legal Complaints Service
Victoria Court
8 Dormer Place
Leamington Spa
Warwickshire
CV32 5AE
Tel: 01926 820082
www.legalcomplaints.org.uk

You must contact the Legal Complaints Service either within 6 months of the end of the work we have done for you or within 6 months of the date you became aware that there was a problem.