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We are wholly committed to providing great customer care at what can often be a very difficult time. However, if you feel that your claim journey with Minster Law has not been satisfactory, we will investigate this in a succinct and independent manner outlined below.

What is a complaint?

Complaints of any sort are taken very seriously by Minster Law. We consider a complaint to be any expression of dissatisfaction which has caused any potential distress, inconvenience or financial loss.  This includes any allegation that an individual has breached their obligations in respect of Minster Law’s Equality and Diversity policies.

What do I do if I am not happy with the service you’ve provided?

In the first instance, it may be helpful to contact the person or team who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. This will be escalated accordingly with a view to resolving any issues put forward.

If the issue is not resolved or continues, the matter will be escalated further to our Client Relations Team. If you wish to make a complaint, you can do so, in writing, by email, by telephone, or via our website. Please address all correspondence for the attention of The Client Relations Team at Minster Law, Kingfisher House, Peel Avenue, Wakefield, WF2 7UA. Alternatively, you may call our Client Relations Team on 01904 663755, or e-mail us at [email protected].   Please include your reference number on any correspondence.

What will happen next?

Once your complaint is received you will be sent a written acknowledgment within 3 working days to confirm receipt and to advise you of our next steps. A member of the Client Relations Team will investigate your complaint. We aim to provide you with a full response within 14 working days, but in the event that further investigations are required beyond this time period we will advise you immediately. Our investigations may include, but will not be limited to, examining your file and speaking to employees involved in the matter.

If we cannot resolve the complaint

The Legal Ombudsman can help you if we’re unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you may take your complaint to the Legal Ombudsman. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

If you would like more information about the Legal Ombudsman, please contact them.

  • Visit: www.legalombudsman.org.uk
  • Call: 0300 555 0333 between 9am to 5pm.
  • Email: [email protected]
  • Write: Legal Ombudsman PO Box 6167, Slough, SL1 0EH

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns with the Solicitors Regulation Authority. We also have a downloadable copy of our complaint procedure.