UK Legal Notices
Michelman & Robinson UK LLP – UK Privacy & Cookie Notice
Michelman & Robinson UK LLP (MR UK) is a limited liability partnership established under the laws of the State of Delaware, with file number 10143398 and registered agent VCorp Agent Services, Inc, 108 W. 13th Street Suite 100, New Castle, Wilmington, Delaware, 19801, United States of America. It trades in the United Kingdom from offices at 16 Blossom Street, First Floor, Norton Folgate, London E1 6PL. MR UK is authorised and regulated by the Solicitors Regulation Authority of England and Wales (SRA), under SRA ID number 8012285. Lists of the MR UK partners are available for inspection at our offices. The term partner is used to refer to a member of MR UK. VAT number 502 9793 78.
MR UK is affiliated to the firm Michelman & Robinson, LLP, a limited liability partnership established under the laws of the State of California, headquartered in Los Angeles, California, which is also the provider of this internet site.
The Complaints Handling Policy
We are committed to providing a high-quality legal service to all our clients, and note that our Policy will also be followed where the complaint is from a third party and not a client (although clearly our duties, and the way we approach the management of the complaint, will vary).
The Policy, set out below, includes specific details of time frames and procedures for resolving complaints (including for complaint acknowledgment, investigation and resolution, review, and finally for the referral of the issue to the Legal Ombudsman). As a result, the Firm achieves compliance with the above-mentioned Standards.
MR-UK Complaints Handling Procedure
Our Approach
We want to provide a high-quality service to all our clients, but we appreciate that we may not always achieve these aims. We also want to know about problems and put them right if we can, promptly, fairly and effectively.
So, we value feedback from our clients and want to learn from it and want to make you aware of the steps in our Complaints Handling Procedure, as follows:
Step One: Contacting Us
Please contact your Client Relationship Partner in the first instance to verbally report your complaint. You may be asked to put your concerns in writing.
We cannot promise to get you a complete answer quickly in every case, as we want to understand every complaint fully, and this can take time. We will however acknowledge your complaint promptly in writing and will keep in touch with you to update you on progress.
Step Two: Our Review and Response
Your Client Relationship Partner or a member of the Firm will review your complaint internally and will aim to complete investigations within two weeks, but it can take longer, especially if we require further information from you, if files have been archived or if the issues are particularly complex, in which case we aim to complete an investigation within four weeks.
Your Client Relationship Partner or a member of the Firm may invite you to a meeting to discuss your complaint and the details of the investigation, with a view to attempting to resolve your complaint if possible.
If we have made an error which is negligent then we are required to refer you to another lawyer and cannot advise you further. If this is the case we will let you know and will also be obliged to notify our professional indemnity insurance underwriters.
Step Three: If You Are Not Happy With Our Response
We hope we can resolve the problem but if we are not able to, our Complaints Partner will internally review your complaint, our investigation and our response. If our Complaints Partner has already been involved, as they are your Client Relationship Partner, we will ask another Partner to conduct the review.
The Complaints Partner will provide you with his or her assessment within 8 weeks of the date of your complaint.
Step Four: Alternative Dispute Resolution and the Legal Ombudsman
If you are not happy with the response provided by our Complaints Partner, we will provide you with the name of an approved alternative dispute resolution (“ADR”) approved body which would be competent to deal with the complaint. We will also let you know whether we agree to use the scheme operated by that body.
At this stage, you may be able to refer the matter to the independent Legal Ombudsman (write to: PO Box 6167, Slough, SL1 0EH; or email: [email protected]; or phone 0300 555 0333).
The Ombudsman may refer your complaint to the Solicitors Regulation Authority, if they are not the correct body to conduct the investigation (for full details, please visit: http://www.legalombudsman.org.uk/).