"Best to Know Your Legal Rights"


Employment Solicitor


Complaints Handling Procedure

I am committed to providing a high quality legal service to all my clients. However, if at any point you become unhappy or concerned about the service I have provided, or my fees, then you should inform me immediately, so that I can do my best to resolve the problem. Your feedback is welcome and this will help me to improve my standards.

If the matter cannot be resolved informally and if you would like to make a formal complaint please write to me with the details of your complaint and the action you would taken to remedy the situation.

I have eight weeks to consider your complaint. If I have not resolved it in this time you may complain to the Legal Ombudsman.

Within 3 days of receiving your complaint I will record it within my central register and will send you an acknowledgement confirming that I have received your complaint.

Within one month of receipt of your complaint, I will investigate your complaint and if appropriate I may invite you to meet with me and hopefully to resolve your complaint. You may decline the meeting.

I will write to you within 3 days of any meeting to confirm what took place during that meeting and any solutions that you and I have agreed.

If a meeting is not held I will write to you with my detailed reply to, and my proposals for resolving, your complaint.

If it is necessary to make any changes to these timescales, I will inform you and also explain why.

If at the conclusion of my complaints process you remain dissatisfied, then you must take your complaint to the Legal Ombudsman:

  • within six months of receiving a final response to your complaint


  • no more than six years from the date of act/omission; or
  • no more than three years from when you should reasonably have known there was cause for complaint.

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

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ


I am committed to providing my clients with high quality legal advice and client care. However, in the event of complaints, these will be handled in accordance with my Complaints Handling Policy, a copy of which is available upon request. Please note that a complainant who is dissatisfied with my handling of their complaint can ask the Legal Ombudsman to consider it and that time limits apply. The Legal Ombudsman can be contacted at PO Box 6806, Wolverhampton, West Midlands, WV1 9WJ, telephone 0300 555 0333,enquiries@legalombudsman.org.ukwww.legalombudsman.org.uk.


Sole practitioner: Melanie Best LLB (Honours)
1010 Cambourne Business Park, Cambourne, Cambridge CB23 6DP
Tel: +44 (0)1223 597832 | Fax: +44(0)1223 598 001 | E-mail: mlb@melaniebestlawyer.co.uk

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