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.

You have 1 year from the date of you becoming aware of the incidents giving rise to your complaint or from the date that you ought to have been aware, to raise your complaint with us.

It would always assist investigations if you were to fully detail your concerns in writing to prevent any misunderstandings of your dissatisfaction and requirements.

Response Times

You can notify us of your dissatisfaction either in writing to our Orpington office, 265 & 271a High Street, Orpington, Kent BR5 0NW or by email to [email protected].

We will acknowledge your complaint within three working days and an outline as to the next steps will be detailed in this response.

Within five working days of acknowledging receipt of your complaint, we will investigate the matter by reviewing the relevant files and speaking to the members of staff involved. If the matter cannot be investigated within the timeframe, we will notify you of this together with a reason and a revised timescale.

If, however, you would prefer to meet and discuss the matter further, we can arrange this. We can also carry out this meeting via telephone. We will write to confirm our discussions and the solution agreed within 5 working days of the meeting.

The Legal Ombudsman

If we are unable to resolve the complaint with you then you can have the complaint independently investigated by the Legal Ombudsman.

We have a total of eight weeks to consider and try to resolve your complaint, however, if you still remain unsatisfied at the end of our complaints procedure, you can contact the Legal Ombudsman;

Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH.

Email: [email protected]

Tel: 0300 555 0333 – between 9:00am – 5:00pm

Please note the Legal Ombudsman will only accept complaints;

• Within six months of receiving a final response from ourselves; and
• Up to one year from the problem happening (the act or omissions); or
• Up to one year from when you should have reasonably known there was cause for complaint.