Complaints
Last updated: 18 September 2026
1. Our commitment to you
Immigration Solicitors 4U is committed to providing high-quality legal advice and client care.
If you are unhappy with any aspect of our service, including the way your matter has been handled, our communication or our fees, please tell us. We take complaints seriously and will deal with your concerns fairly, promptly and without charge.
Immigration Solicitors 4U is a trading name of MRG Solicitors. All complaints concerning services provided under the Immigration Solicitors 4U brand will be handled by MRG Solicitors under this procedure.
Making a complaint will not adversely affect the way we handle your matter.
2. Raising an informal concern
If you feel comfortable doing so, you may first raise your concern with the person dealing with your matter or their supervising solicitor. They may be able to resolve the issue quickly.
You are not required to raise your concern informally before making a formal complaint.
3. Making a formal complaint
You can make a formal complaint by email, letter, telephone or in person.
Please contact:
The Complaints Partner
MRG Solicitors
Britannia House
160–164 Wellington Road
Manchester
M20 3FU
Email: info@mrgsolicitors.co.uk
Telephone: 0161 529 9777
Please mark written correspondence “Private and Confidential – Formal Complaint.”
It will assist our investigation if you provide:
your full name and contact details;
your matter or file reference, if available;
a clear description of your concerns;
relevant dates, correspondence or documents;
details of anyone at the firm with whom you have already discussed the issue; and
the outcome you would like us to consider.
You do not need to use legal terminology or complete a particular form.
If you need assistance making a complaint because of a disability, language difficulty or another vulnerability, please tell us. We will consider reasonable adjustments and alternative communication arrangements.
You may authorise another person to complain on your behalf. We may require your written authority before discussing confidential information with that person.
4. What happens after we receive your complaint?
Stage 1: Acknowledgement
We will normally acknowledge your complaint within three working days of receiving it.
Our acknowledgement will:
confirm that your complaint has been received;
identify the person responsible for investigating it;
summarise our understanding of your concerns; and
request any further information needed for the investigation.
Stage 2: Investigation
Your complaint will be investigated by the Complaints Partner or another senior person who has not been directly involved in the matters complained about, wherever reasonably possible.
The investigation may include:
reviewing your file and relevant correspondence;
speaking with the person who handled your matter;
considering your retainer, terms of business, invoices and attendance notes;
asking you for further information or clarification; and
considering whether any action is appropriate to resolve the complaint.
We may invite you to discuss the complaint by telephone, video meeting or in person. You are not required to attend a meeting if you would prefer the complaint to be dealt with in writing.
Stage 3: Outcome
We will aim to provide a substantive written response within 21 working days of receiving all the information reasonably required to investigate your complaint.
If the investigation is likely to take longer, we will explain the reason and provide an updated timescale.
In all cases, we will provide our final written response within eight weeks of receiving your complaint, unless there are exceptional circumstances. Our final response will:
explain the investigation undertaken;
address the issues raised;
set out our conclusions;
explain any remedy or corrective action offered; and
provide information about referring the matter to the Legal Ombudsman.
Possible outcomes may include:
an explanation or clarification;
an apology;
corrective work;
a review of our procedures;
a reduction or refund of fees where appropriate; or
another proportionate remedy.
5. If your complaint concerns the Complaints Partner
If the complaint concerns the Complaints Partner, another director, senior solicitor or suitably independent person will investigate it.
Where appropriate, we may arrange an independent review by someone who has not previously been involved in your matter or complaint.
6. Complaints about fees
You may use this procedure if you are unhappy with an invoice or any aspect of our charges.
You may also have the right to apply to the court for an assessment of our bill under Part III of the Solicitors Act 1974. Strict time limits may apply, and you may wish to obtain independent legal advice.
The Legal Ombudsman may decline to consider a complaint about a bill if the bill has already been assessed by a court.
If all or part of an invoice remains unpaid, we may be entitled to charge interest or take recovery action in accordance with our terms of business. However, we will consider whether it is appropriate to suspend recovery action while a genuine fee complaint is being investigated.
7. Referral to the Legal Ombudsman
If we have not resolved your complaint to your satisfaction within eight weeks, or you remain dissatisfied with our final response, you may be eligible to refer your complaint to the Legal Ombudsman.
The Legal Ombudsman deals with complaints about the service provided by lawyers. It will usually expect you to have used our internal complaints procedure first.
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
Ordinarily, a complaint must be referred to the Legal Ombudsman:
within six months of the date of our final written response, provided that response prominently contains the required information about the Legal Ombudsman; and
no later than one year from the act or omission complained about; or
no later than one year from when you should reasonably have known that there was cause for complaint.
The Legal Ombudsman has discretion to extend these time limits where it considers it fair and reasonable to do so.
Not every client or organisation is eligible to use the Legal Ombudsman. The Ombudsman will determine whether it can consider a particular complaint.
8. Reporting conduct to the Solicitors Regulation Authority
The Solicitors Regulation Authority regulates solicitors and law firms in England and Wales. It does not normally deal with complaints about poor service, delay, communication or disagreements about fees; those matters are generally dealt with through our complaints procedure and, where eligible, by the Legal Ombudsman.
The SRA may investigate serious or repeated professional misconduct, including:
dishonesty or fraud;
misuse of client money;
misleading the court or others;
serious breaches of professional obligations;
discrimination or abusive conduct; and
other serious or repeated breaches of the SRA’s rules.
Further information is available at:
Solicitors Regulation Authority
Website: www.sra.org.uk/consumers/problems/report-solicitor/
9. Data-protection complaints
If your complaint concerns the use, security or disclosure of your personal information, we will also consider it under our Privacy Policy and applicable data-protection law.
If you remain dissatisfied, you may complain to the Information Commissioner’s Office:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113
Website: www.ico.org.uk
10. Confidentiality and records
We will handle your complaint confidentially, subject to any disclosure required to investigate the complaint, comply with our legal or regulatory obligations, notify our professional-indemnity insurers or respond to the Legal Ombudsman, SRA or another competent authority.
We will maintain a written record of the complaint, our investigation, the outcome and any corrective action taken. Complaints will also be reviewed to identify lessons and improve our services.
11. No charge for making a complaint
We will not charge you for investigating or responding to a complaint under this procedure.
This does not prevent us from charging for ongoing legal work that falls outside the complaint or from exercising any rights available under our terms of business.
The distinction in the draft is important: service and fee complaints go to the Legal Ombudsman, while the SRA generally considers serious or repeated professional misconduct. Legal Ombudsman complaints process, SRA reporting guidance.