Complaints Procedure

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, please contact us to request a copy of our Complaints Handling Procedure.

Morton Legal Limited, 90 Tadcaster Road, York YO24 1LT or at matthew@mortonlegal.co.uk or 01904 428725

Except in the case of exceptional circumstances, the Managing Director will acknowledge receipt of a complaint to the individual within five (5) working days and shall provide a substantive response to the individual within 14 days.

If, due to the complexity of the complaint, the Managing Director cannot provide a substantive response within 14 days, the Managing Director will notify the individual and provide a reasonable estimate (not exceeding one month) of the timeframe within which a response will be provided.

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. If you are concerned about the behaviour of this firm/believe we have breached SRA principles, you can raise your concerns with the Solicitors Regulation Authority.

What do to if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.

You must also refer your concerns to the Legal Ombudsman within six months of our final response to you. 

From 1 April 2023, the time limits for referring a complaint to the Legal Ombudsman will be not later than:

  • one year from the date of the act or omission being complained about; or

  • one year from the date when the complainant should have realised that there was cause for complaint.

The Legal Ombudsman may exercise discretion to extend the 1 year time limit for specific customers if, on the evidence, it was fair and reasonable to do so.

Contact details

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Visit: www.legalombudsman.org.uk

If you would like more information about the Legal Ombudsman, please contact them.

Morton Legal Limited is a private limited company registered in England & Wales under registration number 07729611. Morton Legal Limited is authorised and regulated by the Solicitors Regulation Authority. Our SRA number is 640984

Morton Legal Limited maintains professional indemnity insurance in accordance with the rules of the Solicitors Regulation Authority.

 
 

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