Complaints

At MST Legal we aim to deliver a first-class service every time. We realise however that things can sometimes go wrong and we welcome complaints as an opportunity to improve our service. If something is wrong, we will do our best to put it right. If you do need to make a formal complaint about our service, please contact Scott Bouch using the below details and we will acknowledge your complaint and confirm how it will be dealt with.

Telephone : 0151 665 0245
Email : scott.bouch@mstlegal.co.uk
By Post : MST Legal, 101 The Cotton Exchange, Old Hall Street, Liverpool, L3 9LQ.

If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider your complaint. There are limits for submitting a complaint to the Legal Ombudsman. Where you have not followed our complaints procedure, you must submit your complaint to the Legal Ombudsman within:

  • Six years from the date of the act/omission; or
  • Three years from the date which you should have known you have a complaint to pursue.

The Legal Ombudsman will not however accept complaints where the act/omission or date of awareness was before 6th October 2010.

Where you have followed our complaints procedure, the time limit for pursuing a complaint to the Legal Ombudsman is no later than six months from the date on which you received a definitive response to your complaint from this firm, or from the last day of the eight-week period, whichever is the earlier.

There are exceptions to the eight week and six months rules. For information relating to those exceptions, please refer to the scheme rules on the Legal Ombudsman website.

Legal Ombudsman contact details:

Post : The Legal Ombudsman, P.O. Box 6806, Wolverhampton, WV1 9WJ.
Telephone : 0300 555 0333
Website : www.legalombudsman.org.uk

MST Legal is law firm in England and Wales authorised and regulated by the SRA. (SRA Number 626584). As an SRA regulated business MST Legal is subject to rules and principles of professional conduct. The link www.sra.org.uk/handbook will enable you to access the SRA Code of Conduct which MST Legal and its employees must adhere to. The SRA works with law firms to ensure compliance with its principles to ensure law firms behave independently, fairly and with integrity and best serve the interests of their clients and the public. The SRA are unable to deal with issues relating to poor service but may be able to assist where you have concerns that there has been a failure to comply with SRA principles. The link: http://www.sra.org.uk/consumers/problems/report-solicitor.page has further details about how and when to make a complaint to the SRA.

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