Complaints Procedure

Our overriding objective is to maintain good relations with all clients.

However, in what we hope is the unlikely event of dissatisfaction with any of the services provided by us, our intention will be for that dissatisfaction to be addressed promptly and effectively by means of the following procedure:

  1. You should first discuss your complaint with the partner or solicitor dealing with your matter, who will attempt to resolve it for you.
  2. If that fails to allay your concerns, you should write to our Client Care Partner, James Atton who has overall responsibility for such matters in our London office, setting out full details of your complaint.

Correspondence by post should be sent to him at Mackrell.Solicitors, Savoy Hill House, Savoy Hill, London WC2R 0BU or by email to

  1. Your complaint will be acknowledged by Mr Atton as soon as possible and generally within two working days of receipt.
  2. He will investigate the complaint as a priority by obtaining all relevant documents and carrying out all necessary discussions and will let you have a preliminary indication of the likely time scale to the completion of investigations within ten days, the intention being that a full response will be sent within 28 days if at all possible.
  3. If that response is not to your satisfaction he will continue correspondence with you as necessary until either you confirm that the complaint is resolved or we notify you that we consider it to be unjustified, the intention being that the period from receipt of your complaint by Mr Atton to this final stage will be a maximum of eight weeks.

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. You can raise your concerns with the Solicitors Regulation Authority.

If you do not agree with the outcome of the above procedure you can then complain to:

The Legal Ombudsman

PO Box 6806, Wolverhampton WV1 9WJ

Telephone: 0300 555 0333



Generally that complaint must be made within 6 months of the date you receive our final response to your complaint and must relate to a problem which occurred either within the preceding six years or within three years of you discovering it.