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Complaints

We aim to provide the best service possible to all of our clients.  However, if you have any queries or concerns, we have a procedure in place which details how we handle complaints.  You may request a copy of this at any time from any partner or solicitor.

If you do have any queries or concerns, please raise these in the first instance with the solicitor handling your work.  They will be keen to resolve your concerns as soon as possible.  If your complaint cannot be dealt with by them, then it will be referred to the head of the department.  If at that point, you are not satisfied with their response please contact our Complaint Partner, Paul Hughes, who can be contacted in writing at 5 Osborne Terrace, Jesmond, Newcastle upon Tyne, NE2 1SQ, by telephone on 0191 281 5161 or by email phughes@mincoffs.co.uk.

If you are still not satisfied with our response, you may be entitled to ask the Legal Ombudsman to consider the complaint.  The Legal Ombudsman service is available to members of the public as well as small businesses, charities and clubs.  Any complaint to the Legal Ombudsman should be made within six months of the date of our final decision on your complaint and within six years from when the problem occurred or three years from when you should reasonably have known there was cause for complaint (if the problem occurred before 6 October 2010 or was more than six years ago).  There are some restrictions on these time limits and for further information on whether you are entitled to have a complaint considered by the Legal Ombudsman, or on any aspect of its service, you should contact the Legal Ombudsman (Helpline number: 0300 555 0333) or refer to their website at: www.legalombudsman.org.uk.  If you prefer to write to the Legal Ombudsman, the address is PO Box 6806, Wolverhampton WV1 9WJ or email enquiries@legalombudsman.org.uk

The European Commission has established a platform (the ODR platform) under the EU Regulation on online dispute resolution for consumer disputes.  The ODR platform can be accessed at: http://ec.europa.eu/consumers/odr

Any enquiry of this firm can be addressed to: marketing@mincoffs.co.uk

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