How to make a complaint

How to make a complaint

We are sorry that you are considering making a complaint. In the first instance we encourage you to raise your concerns directly with your person handling your matter or their line manager. We find this is generally the quickest and most effective way to resolve your complaint.

  • Complete the form below
  • By email – feedback@metamorphgroup.co.uk 
  •  In writing – to your local office marking it for the attention of the Compliance Department
  •  By phone – please contact your local office who will request a call back from the Compliance
    Department

Complaints process

What to expect (for legal service clients)

Upon receipt of your complaint you will receive a written acknowledgement of your complaint and an anticipated due date for a response.

Your complaint will be referred to a senior member of the department or office to which your complaint relates. This will be the first stage in our process.

At the conclusion of the stage one investigation you will be notified of our findings. We will confirm this in writing.

 

If you are unhappy with the response and do not accept the outcome you can request for your complaint to have a second review (stage two of our process). The stage two investigation will be carried out by a separate member of the department or by a member of the Compliance Department. Upon the conclusion of the second review you will be issued with a final response. We will confirm this in writing. This concludes the internal process and we will advise you of your options should you remain dissatisfied.

We will conclude your complaint within eight weeks. If for an unforeseen reason this is not possible then we will notify you as soon as this becomes apparent and confirm a revised timetable.

Please note: We may determine, based on the nature of your complaint, to deviate from the process outlined above. If we consider this appropriate we will notify you of the revised process.

If we are unable to resolve your complaint within eight weeks then you can refer your complaint to the Legal Ombudsman; an independent complaints body who can investigate complaints about the legal service you have received from us. The Legal Ombudsman can investigate complaints:

  • Up to six years from the date of the problem happening; or
  • Within three years of when you found out about the problem (or should reasonably have known there was cause for complaint); and
  • Within six month of receiving our final response.

The Legal Ombudsman details are:

Alternative complaints bodies such as ADR Group (www.adrgroup.co.uk) are available however we do not agree to use these services because we consider that the service offered by the Legal Ombudsman is the most appropriate means of resolving matters between us.

How to make a complaint if you are not a client

There may be limitations to what we can do if you have a complaint about our service and you are not a client. Should you wish to raise a third party complaint please contact compliance@metamorphgroup.co.uk detailing the reasons for the complaint.

Upon receipt of your complaint we will confirm what action we propose to take and what, if any, options are available to you.

In some instances your complaint may result in action that we are not able too discuss with you due to confidentiality and data protection.

Complaints relating to our conduct

If your complaint relates to a breach of the Solicitors Regulation Authority’s (SRA) Standards and Regulations (www.sra.org.uk/solicitors/standards-regulations) and you are not happy with the response following our investigation then you can make a report via the SRA’s website (www.sra.org.uk/consumers/problems/report-solicitor).

How to make a complaint