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Complaints procedure

Our experienced lawyers are there to stand by your side and share expertise in family law, immigration, personal injury and other legal services. We are also the first ones to acknowledge problems if something goes amiss. That said, our legal team has developed a complaint process to prioritise client satisfaction and uphold our quality standards.

Our complaint procedure

MRG Solicitors appreciate client feedback and adhere to legal policies while handling sensitive matters. Our primary objectives are client satisfaction and approval at the end of each transaction and case. It’s why we are interested in receiving and addressing complaints to identify shortcomings and areas of improvement.

Our experienced lawyers understand the stress and distress surrounding family law, personal injury, immigration, and application-related matters. They are equally aware of social, ethical, and religious views that might differentiate one client from another. It’s why we aim to develop personalised solutions to resolve your legal matters.

However, we acknowledge that things can go amiss. It’s why we encourage clients to share their experiences with us and raise concerns if things do not go according to plan.

Our promise

We will process your complaints promptly and take justified action to rectify mistakes. More importantly, we take no offence, nor do we hold a bias against clients that send complaints. That means you will receive the same amount of support and treatment from us, and we will make amends if required.


Therefore, you may share your concerns whenever a lawyer acts up, dismisses your concerns, or misbehaves.

The process: how to send a complaint to MRG Solicitors

Follow three simple steps to ensure your complaints are officially heard and addressed by our experienced lawyers.

Step 1: Share your concerns with your lawyer

First, we request you to inform your lawyer or any designated member of our team handling your case. You can share your complaint via email, phone call or post a written complaint to our headquarters.


That said, clients that are unsure of sharing the problem directly with the representative can notify their lawyer’s supervisor. We expect our managers and lawyers to listen to and respond to complaints regardless of the situation attentively.

If your lawyer and their supervisor fail to address or respond to your concerns, you can proceed to step two.

Step 2: Notify the Compliance Officer

MRG Solicitors understand that legal issues can be complex and require an objective opinion when dealing with client complaints. That is why we have appointed a compliance officer to review requests and resolve the conflict according to legal rules and regulations.

You can contact our compliance officer and director of the firm Mr Ahmed Wasim via email at or by calling the telephone number 0161 529 9776.

Internal Investigation

Once the officer receives your complaint, they will conduct an internal investigation to verify the facts. This can take approximately 15-30 business days and maybe more, depending on the issues. However, we acknowledge recipes within the 5-7 business after you sent the complaint letter.

If you have not received a response within that period, we strongly advise you to send a follow-up message or reminder. We will try our best to share an update within three working days.

During our investigation, we will discuss the issue with your designated lawyer, their supervisors, and experienced lawyers from MRG Solicitors involved in the case. You will receive a comprehensive report on our findings via email/post. Additionally, we might schedule a one-on-one meeting to discuss the matter further to figure out an acceptable resolution.

Nevertheless, we give clients the right to report a complaint to an independent agency if:

  • Our reasoning and resolution do not meet client expectations.

  • The client believes our assessment was unjust, with rational reasoning as to why they consider this

  • A client and our legal team are unable to resolve the problem through Alternative Dispute Resolution methods

You move on to step three if we fail to resolve the problem.

Step 3: Seeking external support

Clients can file a complaint with the Legal Ombudsman.

Legal Ombudsman
PO Box 6806
Wolverhampton WV1 9WJ

Telephone: 0300 555 0333
Email address:

This is an independent body that will investigate any conflict between the client and solicitors. You can do this within six months of the final correspondence between you and our legal team.

MRG Solicitors will comply with the decision made by the Legal Ombudsman. You can entrust us to hold ourselves accountable and make amends if the alleged complaints are justified. Rest assured, client interest remains at the core of our legal services, regardless of this situation.

Need assistance? 

Should you wish to raise concerns, reach out to our legal teams in London and Manchester on 01615 299777. Your satisfaction is our priority. 

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