We are committed to providing a high quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help improve standards.

Our Complaints Procedure

If you have a complaint, please contact us with the details.
You can do this by:

Letter addressed to the Managing Director, Milligan Law, Orchard House, Westfield Lane, Upper Poppleton , York YO26 6EG or
By e-mail to paul@milliganlaw.co.uk
Or by telephoning 01904 789957 asking for Paul Milligan.

What will happen next?

1. We will send you a letter (or e-mail if that is your chosen method of contact) acknowledging receipt of your complaint within 3 days of us receiving it, and we will send you a copy of this procedure just in case you have not already asked for one.

2. We will then investigate your complaint. The initial investigation will be carried out by Paul Milligan who will review our records and files as appropriate.

3. It may be helpful and fair to ask you for further information at this stage also, so that we can make sure that all the facts and issues are available before coming to any point of view.

4. Paul Milligan may then invite you to a meeting to discuss and hopefully resolve your complaint. This will be done within 14 days of sending you the acknowledgement letter. If there is any delay because, for instance, someone is on holiday, then this will be explained to you and a revised timetable set out for you. If you would prefer a telephone discussion instead of a meeting then this can be arranged for you, and we will agree a time and a date for the telephone conference so that you will be in a position to deal with the call comfortably.

5. Sometimes, we may send you a letter prior to the meeting or telephone conference setting out facts, or law, or a possible solution or outcome, so that you have time to consider this before the meeting or telephone conference.

6. Within 3 days of the meeting or telephone conference, we will write to you to confirm what took place and any solutions agreed with you. If no solutions are agreed at the meeting, then we will let you have our provisional reply to your complaint.

7. If you do not want a meeting or we do not invite one, then we will send you a provisional reply to your complaint, which will include any suggestion to resolve the matter. You will receive this within 21 days of the acknowledgement of your complaint.

8. Once we send the provisional reply or suggestions, it would be helpful if we then had your response within 14 days. We will then consider your response and let you have our Final Reply within 5 days.

9. Our aim throughout is to try to arrive at a solution to your complaint.

10. If you are dissatisfied with the Final Reply then you have the right to have the decision reviewed. Joseph Capaldi LLB, a solicitor with over 30 years’ experience and a former Deputy District Judge will undertake the review and respond fully to you direct within 21 days of your request for review.

11. Our aim is to make sure that your complaint is resolved fairly but promptly, and to make provision for any appropriate remedy. No charge is made for the work of anyone in dealing with your complaint.

12. If you are still not satisfied, you can then contact:

The Legal Ombudsman
PO Box 6806

13. As at 01/04/2023 the time limit to make a complaint to the Legal Ombudsman was reduced from three years to one year from the date of the act, or from when the complainant should have realised there was an issue.  If there is undue delay in bringing a complaint or an ombudsman feels the complaint is too complex to investigate proportionately complaints can be dismissed without further enquiries.

For further information you should contact the Legal Ombudsman on 0300 555 0333 or at http://www.legalombudsman.org.uk

If any of the timescales above have to be changed we will let you know when and explain why.