How to make a complaint

In the first instance we encourage you to raise your concerns directly with the person handling your matter or
their Team Manager. We find this is generally the quickest and most effective way to resolve your complaint.
Where possible we will resolve your complaint at this stage. If we can resolve your complaint to your
satisfaction then this will end the complaints procedure. If we are unable to resolve your complaint quickly
then a senior member of the department or office to which your complaint relates will investigate your
complaint confirm their findings to you in writing. This will be stage one in our process.
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 a member of the Compliance Department. Upon the conclusion of the second
review you will be issued with a final response concluding the internal process.
We aim to complete our internal investigation into your complaint within eight weeks. If for an unforeseen
reason this is not possible then we will notify you 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. The complaint must be
referred to the Legal Ombudsman within six months of receiving our final response.

The Legal Ombudsman
details are:

• www.legalombudsman.org.uk
• 0300 555 0333
• enquiries@legalombudsman.org.uk
• PO Box 6806, Wolverhampton, WV1 9WJ

Alternative complaints bodies such as ADR Group (http://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.
If your complaint relates to a breach of the Solicitors Regulation Authority’s (SRA) Standards and Regulations
(https://www.sra.org.uk/solicitors/standards-regulations); you can make a report via the SRA’s website
(https://www.sra.org.uk/consumers/problems/report-solicitor).

The contact details for person handling your matter will be available by request and will be detailed on your
initial letter from us when you first instructed us. Alternatively, you can contact the Compliance Department in
the following ways:

• By email – feedback@metamorphgroup.co.uk
• In writing – to your local office marking it for the attention of the Compliance Department