MITCHELLS ROBERTON CLIENT & THIRD PARTY COMPLAINTS POLICY

We at Mitchells Roberton strive to give an excellent service to clients at all times, but know that sometimes clients or third parties feel that has not happened.

If you are unhappy about any aspect of our work or service, please discuss your concerns with the Partner responsible for your file or, if your concerns relate to that Partner, please speak to any other Partner whose name appears on the notepaper. The sooner you do this, the sooner we can try to resolve any issues.

This can be done by telephone, email or letter. Please try to summarise your concerns and, if applicable, how you would like to see your concerns addressed and resolved.

The Partner with whom the concern is raised will acknowledge it as soon as possible and, following a thorough investigation of the complaint, a response will be issued by letter or email within 28 days of receipt of the complaint or, if this is not going to be possible, an explanation as to why that cannot happen will be issued to you within 28 days along with a date by which you will have a substantive response.

If the complaint cannot be resolved by the Partner with whom the complaint is raised, please refer your complaint to Morag Inglis, our Chairman, who is our Law Society designated Client Relations Manager.

Our Client Relations Manager will provide a written response within a further 28 days or, if she is unable to do so, will provide an explanation of that and an anticipated time frame within which she will be able to issue a substantive reply.

If our Client Relations Manager is unable to resolve the complaint you have the right to make a complaint to the Scottish Legal Complaints Commission, 12-13 St Andrew Square, Edinburgh, EH2 2AF, enquiries@scottishlegalcomplaints.org.uk. You can find details – and access a complaint form and information about the time limits for making a complaint – from the SLCC website www.scottishlegalcomplaints.org.uk or phone them at 0131 201 2130.

We recognise that alternative dispute resolution (“ADR”) regulations have implemented ADR/EDR directive 2013/11/EU to promote ADR as a means of redress for consumers in relation to unsatisfactory services. The regulations require the appointment of a competent authority that will be responsible for monitoring and evaluating ADR entities which are the organisations which will undertake dispute resolution work. There are currently no ADR entities appointed in Scotland for Scottish legal services. For that reason, we have chosen not to adopt an ADR process. If you have any concern about this, you should contact Morag Inglis.