Complaints Procedure

MID Legal Limited is committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This helps us to improve our standards. This page explains how to make a complaint and how we will handle it.

How to Make a Complaint

If you are unhappy about any aspect of the service you have received, or about a bill, please contact us as soon as possible. You can raise your complaint in writing to 41 Bernard Grove, Bolton, Lancashire, BL1 3LE, by email to info@midlegal.uk, or by telephone on 07448 478847. To help us investigate fully, please provide your name and contact details, the matter reference, and a clear description of your concerns and what you would like us to do to put things right.

How We Will Handle Your Complaint

We will acknowledge your complaint in writing, normally within five working days of receiving it, and let you know who will be dealing with it. We will then investigate your complaint, which may involve reviewing your file and speaking to the member of staff concerned. We aim to provide you with a full written response, including our findings and any proposed resolution, within eight weeks of receiving your complaint. If we are unable to meet this timescale, we will write to explain why and tell you when you can expect a full reply.

If You Are Still Not Satisfied

If we are unable to resolve your complaint, or if you remain dissatisfied with our final response, you may have the right to refer your complaint to the Legal Ombudsman.

The Legal Ombudsman investigates complaints about the service provided by legal professionals. You must normally refer your complaint to the Legal Ombudsman within six months of receiving our final written response, and within one year of the act or omission complained about, or within one year of when you should reasonably have known there was cause for complaint. You can contact the Legal Ombudsman at PO Box 6167, Slough, SL1 0EH, by telephone on 0300 555 0333, by email at enquiries@legalombudsman.org.uk, or via legalombudsman.org.uk.

Complaints About Conduct

The Solicitors Regulation Authority (SRA) regulates the professional conduct of solicitors. If your complaint relates to conduct or behaviour, such as dishonesty, discrimination or a serious breach of our regulatory obligations, rather than the standard of service, you may report this directly to the SRA at sra.org.uk. The SRA can take action where a solicitor or firm has breached its rules but does not award redress or compensation to individuals.

Our Commitment

There will be no charge for handling your complaint, and raising a concern will never affect how we deal with your matter. We take all complaints seriously and use the feedback we receive to improve our service.