Complaints Procedure

 

At Manak Solicitors, we take any concerns or complaints seriously. If you are unhappy with any aspect of our service, please tell us as soon as possible so that we can try to put things right.

If you have a concern, it may help to speak first with the person dealing with your case, as many issues can be resolved quickly in this way. If you would prefer to make a formal complaint, please contact our Complaints Director, Jasdeep Jandu.

It is helpful if you explain your concerns in writing so that we can understand the issue clearly and avoid any misunderstanding about what you would like us to do.

What Happens Next

Please tell us about your complaint in writing by contacting our Orpington office at 265 & 271a High Street, Orpington, Kent BR6 0NW, or by email at jas@manaksolicitors.co.uk.

We will acknowledge your complaint within three working days and explain the next steps in our response.

Within five working days of acknowledging your complaint, we will investigate the matter by reviewing the relevant file and speaking to the staff involved. If we cannot complete our investigation within that timeframe, we will let you know why and give you a revised timescale.

If you would prefer to discuss your complaint in person or by telephone, we can arrange this. We will write to you within five working days of the meeting to confirm what was discussed and any solution agreed.

If You Are Still Unhappy

If we are unable to resolve your complaint, you can ask the Legal Ombudsman to investigate it independently.

We have up to eight weeks to consider and try to resolve your complaint. If you are still unhappy at the end of our complaints procedure, you can contact the Legal Ombudsman.

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

Email: enquiries@legalombudsman.org.uk

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

Please note that the Legal Ombudsman will only accept complaints:

• within six months of receiving our final response; and
• up to one year from the problem happening (the act or omission); or
• up to one year from when you should reasonably have known there was cause for complaint.

Data Protection Complaints

If you are unhappy with how we have handled your personal data, you can make a complaint to us by email, letter, online form or any other usual way of contacting us.

We will acknowledge your complaint within 30 calendar days, investigate it in a fair and proportionate way, and keep you updated if our investigation is ongoing.

We will let you know the outcome of our investigation and any action we have taken without undue delay. If you are not satisfied with our final response, you can refer your complaint to the Information Commissioner’s Office (ICO), the UK’s supervisory authority; via their website.