CLIENT COMPLAINT PROCEDURE
Manak Solicitors take all expressions of dissatisfaction seriously from our clients. To ensure your concern is handled efficiently and effectively, you should inform us immediately so that we can do our best to resolve the problem for you.
In the first instance it may be helpful to contact the individual who is working on your case to discuss any concerns and we will do our best to resolve any issues at this stage. However, if you would like to make a formal complaint then the matter should be taken up with our Complaints Director, Jasdeep Jandu.
It would always assist investigations if you were to fully detail your concerns in writing to prevent any misunderstandings of your concerns and requirements.
You can notify us of your dissatisfaction either in writing to our Orpington office, 265 & 271a High Street, Orpington, Kent BR6 0NW or by email, firstname.lastname@example.org.
We will acknowledge your complaint within three working days and an outline as to the next steps will be detailed in this response.
The issue will be investigated and a full review of the matter file will be undertaken within five working days of acknowledging receipt of your complaint. If the matter cannot be investigated within the timeframe, you will be notified accordingly.
If you would prefer, we would be happy to meet with you to discuss the matter further.
In all eventualities we will provide you with a full response within 14 working days of receiving your complaint.
The Legal Ombudsman
If we are unable to resolve the complaint with you then you can have the complaint independently looked at by The Legal Ombudsman.
We have eight weeks to consider your complaint, however, if you still remain unsatisfied you can contact The Legal Ombudsman by the following methods;
Address: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ
Tel: 0300 555 0333 – between 9:00am – 5:00pm.
Please note that The Legal Ombudsman will only accept complaints:
- within six months of receiving a final response from ourselves, and
- no more than six years from the date of act/omission; or
- no more than three years from when you should reasonably have known there was cause for complaint.