Complaints Policy
- Introduction
We are committed to providing a high standard of legal services to all our clients. However, if you are dissatisfied with any aspect of our service, we encourage you to bring it to our attention. This Complaints Policy outlines our procedure for handling complaints and ensuring they are resolved promptly and fairly. - How to Make a Complaint
Please send a detailed explanation of your complaint to info@mlaw.in - What Information to Provide
When making a complaint, please provide the following information:
– Your full name and contact details.
– A clear description of your complaint, including relevant dates and details.
– The outcome you seek or how you believe we can resolve the issue. - Our Complaints Process
Acknowledgment: We will acknowledge receipt of your complaint within 5 working days and provide you with a reference number for your case.
Investigation: We will conduct a thorough investigation into your complaint. This may involve reviewing your case file, discussing the matter with the team involved, and gathering any necessary information.
Resolution: We aim to resolve complaints within 14 working days. If the complaint is complex and requires more time, we will inform you of the expected timeframe and keep you updated on our progress. - Appeals
If you are not satisfied with our response to your complaint, you may request a review of the decision. Your complaint will then be escalated to a senior member of the firm for further consideration. - External Complaints
If you remain dissatisfied after the internal review, you may have the right to escalate your complaint to an external regulatory body, such as [Relevant Legal Ombudsman or Regulatory Authority]. We will provide you with the necessary details and guidance on how to do this. - Confidentiality
All complaints will be handled with the utmost confidentiality. Only those directly involved in the investigation and resolution of your complaint will have access to the details.
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