Morton Law Complaints procedure
The firm’s complaints procedure is set out below.Frank Morton or Heather McNeice will act as the investigating officer in relation to any complaint. We will write to the client within seven days of the receipt of a complaint and will give the client an estimate of how long the investigation will take. If the complaint is not already in writing the client will be asked to record the matter. The investigating officer may request the client to provide such information and/or such evidence as he may reasonably require. The investigator will inform the client in writing of the outcome of the investigation. Wherever possible, the investigating officer will aim to get the result of such investigation to the client within 20 business days of the written complaint having been made.

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The outcome will set out any proposals for remedial action that may be appropriate and invite the client to state whether or not the complaint has been resolved to the client’s satisfaction. Where an extended period is required to investigate a complaint, the client will be informed and will be given monthly progress reports in writing. No charges will be made for the costs incurred in investigating and handling a complaint. When appropriate an external lawyer may be asked to review the matter. If after we have done everything we can to resolve matters ourselves. If the client is still not satisfied, or at any stage if you prefer, please contact the SRA complaints service or if you are a member of the public, a very small business, a charity, a club or a trust you should contact the Legal Ombudsman.