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How do I make a formal complaint?

You can register a complaint with us in writing by letter or email. These are the best ways because it makes sure we have a record of your complaint in your own words. However it is also possible to make the complaint by telephone or in person.

If you write to us it is useful to include all the information suggested by the Legal Ombudsman their website includes some useful checklists and sample letters.

Who is the person who deals with formal Complaints at McCormacks?

Paul L’Estrange , is the person to contact when you are writing. He is a senior solicitor and also the Compliance Officer for Legal Practice here at McCormacks

If you wish to complain by another method please make sure that let the telephonist or reception know that you wish to register a complaint and leave us with details so Paul can contact you and make an appointment to speak with you.

Paul L’Estrange
McCormacks Law
Security House
2 Romford Road
E 15 4BF

020 7791 2000

What Happens Next?

Unless the complaint is about Paul L’Estrange himself he is responsible for investigating the complaint and responding to you. If the complaint is about him, the matter will be dealt with by Andrew Palazzo, who is a senior solicitor and the Practice Director

What is the timescale for McCormacks to resolve my Complaint?

  1. Paul L’Estrange will write and acknowledge your complaint in within 14 days.
    The reply will confirm our understanding of the complaint and invite you to add anything. It will also set out this complaints procedure.
  1. If it is possible to investigate and resolve the complaint straight away the letter will suggest a resolution and your rights if that resolution not acceptable to you
  2. If more time than 14 days is needed to investigate the complaint the reply will set out a timetable to complete the investigation and respond fully to the complaint

What can I do if I am not satisfied with the way my complaint has been handled or it still has not been be settled after eight weeks?

You should give us eight weeks to settle a complaint.. We hope that by dealing with your complaint fairly and fully we have been able to agree resolution with you. If we have not, you are able to ask the Legal Ombudsman to look at it.

How do I take my complaint to the Legal Ombudsman?

The way to do this is explained  on our ‘Legal Ombudsman’ page where you will also find some useful links.

You should also see our page ‘Solicitors Regulation Authority’ if your concern is about our behaviour (Professional Conduct)

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