Complaints Procedure
Peter Maughan Law
Peter Maughan Law are committed to providing a first class legal service to all our clients. However, we recognise that on occasions things may not go as planned. When something goes wrong, we need you to tell us about it in order to help us improve our standards. Peter James Maughan Solicitor and our Managing Director, is our designated complaints handling person with overall responsibility for complaints. He can be contacted at pjm@petermaughanlaw.com or by post at 15a Walker Terrace, Gateshead, Tyne & Wear. NE8 1EB
Our Complaints Procedure
Stage 1
If you are a client or other interested party and have any concerns about the way in which the matter is being handled, please raise it, in the first instance, with the person dealing with the file. If they are unable to deal with your concern to your satisfaction, you may then ask that the matter be formally investigated under our Complaints Procedure.
Stage 2
If your concern has not been addressed to your satisfaction, then please write or email Peter Maughan (above) who will conduct an independent investigation of the complaint. Your complaint will be acknowledged within 3 days and a written response will be provided within 28 calendar days of the complaint being received.
Stage 3
Should you remain dissatisfied with the outcome of our final decision, you may lodge an appeal to Peter Maughan (above), the company’s Managing Director, via pjm@petermaughanlaw.com who will review the existing information relating to your complaint, and if he considers it necessary to undertake further investigations, he will do so. We shall write to you within 28 days of receiving your request to appeal, confirming our position.
We have eight weeks to consider a client’s complaint.
Following our final response, you may have the right to complain to the Legal Ombudsman if your complaint is not resolved to your satisfaction.
Contact details here with:
The Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Website: www.legalombudsman.org.uk
Telephone: Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Normally, you will need to bring a complaint to the Legal Ombudsman within six years of receiving a final written response from us or three years of you finding out there was a problem with the service you received otherwise they may refuse to deal with your complaint. The Legal Ombudsman cannot deal with all complaints and will only deal with complaints from members of the public, certain very small businesses, charities, clubs and trusts. The Legal Ombudsman will tell you whether they are able to deal with your complaint.
If we are unable to meet any of the timescales noted above, we will let you know and explain why.
You will not be charged for our work investigating a complaint made by you. If because of a special need, you require us to deal with your complaint or communicate with you in a particular way please let us know so that in as far as is practicable, this may be accommodated.
The Legal Ombudsman is an Alternative Dispute Resolution (ADR) entity, with whose procedures solicitors’ firms are obliged to comply.
If your complaint relates to the behaviour or conduct of a Solicitor, you may report them to the SRA. More information can be found on the SRA website: