Our Complaints Procedure

We maintain a procedure for handling complaints by clients which is designed to ensure that complaints are dealt with promptly and fairly.

Clients are encouraged in the first instance to bring up any problems or complaints directly with the solicitor or author who they are dealing with. If they feel that they are unable to do this then complaints should be raised with the General Manager.

If after a complaint has been raised with the solicitor or author and the client is not satisfied or the complaint has not been resolved they can refer the complaint to the General Manager. This can be done either in writing or verbally. The General Manager, Mark Beale, can be contacted on (03) 379 0712 or mark.beale@malley.co.nz.

Depending on the nature of the complaint the General Manager will respond and attempt to resolve the complaint. The General Manager may refer the complaint to an independent Partner or lawyer within Malley & Co. This person will review the matter objectively and respond to either the General Manager or directly with the client and seek resolution.

The law society also maintains a complaints service and clients are able to make a complaint to that service. The contact details are as follows: