Complaints Procedure

Macgregor Thomson Limited is committed to providing a high standard of legal service to all clients.

We value feedback and take concerns seriously. If you are dissatisfied with any aspect of our service, we encourage you to tell us so that we have an opportunity to investigate the matter and seek to resolve any issues.

If you wish to make a complaint, you should contact us in writing, by email or by telephone using the contact details provided on this website.

To assist us in investigating your concerns, please provide as much information as possible regarding the matter, including relevant dates, individuals involved and the nature of your complaint.

We will consider all complaints fairly, impartially and in accordance with our complaints handling procedures.

Where appropriate, we may contact you to obtain further information or clarification regarding the issues raised.

Following our investigation, we will provide a response setting out our findings and any proposed resolution where appropriate.

We aim to deal with complaints promptly and constructively. The time required to investigate a complaint will depend upon the nature and complexity of the issues involved.

Where additional time is required, we will endeavour to keep you informed of progress.

If you remain dissatisfied after we have had an opportunity to consider your complaint, you may be entitled to refer the matter to the Scottish Legal Complaints Commission (“SLCC”).

The SLCC is the independent body responsible for receiving and investigating complaints about legal practitioners in Scotland.

Information regarding eligibility, timescales and the complaints process can be obtained directly from the SLCC.

Certain complaints concerning the conduct of Scottish solicitors may fall within the regulatory responsibilities of the Law Society of Scotland.

Where appropriate, further information can be obtained from the Law Society of Scotland.

We may update this Complaints Procedure from time to time to reflect changes in legal requirements, regulatory guidance or our internal procedures.

Any revised version will be published on this website and will take effect from the date of publication.