Not Happy With Our Service?
MLegal aims to provide its clients with a reliable and consistent service at all times. However, if you are unhappy with the service we have provided, please get in touch with us so that we can resolve your complaint.
Complaints are monitored for emerging patterns, identifying poor performance and future training needs. Issues are then addressed to ensure staff receive appropriate training where necessary.
What Happens Next:
Once we have the full details of your complaint, we will take no more than 2 working days to acknowledge receipt of your complaint and a further 10 working days to respond fully to your issue.
There may be occasions when a more detailed investigation is necessary and we may require additional information from you to complete our assessment of the situation. Where this is the case, we would respond to your complaint within 20 working days of our receipt of your complaint. Our Quality Assurance Manager will take ownership of any complaint and look to provide all complaints with a timely resolution. At every stage in our complaints process, we will give you the opportunity to let us know whether or not you are satisfied with our response.
MLegal will keep details of your complaint in a secure online register. We will hold your data in accordance with our Privacy Policy. We will create a separate file to record details of the complaint, our investigation, and MLegal’s response to your complaint.
Complaints Process:
Stage 1: The relevant point of contact will take details of your complaint and provide the first response. They will liaise with the Quality Assurance Manager and make every effort to investigate and resolve your complaint as soon as possible. The point of contact will check if you are satisfied with the response received. If you are unhappy with the response, please explain your reasons and the matter would be escalated to stage 2, where the Quality Assurance Manager will investigate further.
Stage 2: Our Quality Assurance Manager will apply their experience, knowledge, and training to deal with your complaint, and will endeavour to address and resolve your concerns. Following their review, if you remain dissatisfied, you can ask for your case to be escalated to the Director who will personally review your case.
Stage 3: The Director will take a fresh and impartial look at your case. After this review, the Director will establish and provide a final response about your complaint. This will take place within 10 working days of your complaint having been escalated to stage 3. We aim to find a mutually satisfactory resolution for your complaint. However, if you are not satisfied following this final response, you may refer your case to the Fundraising Regulator.
