Complaints Procedure

We are committed to providing a high-quality legal service to all our clients. Occasionally something goes wrong; if this happens we need you to tell us about it so that we can maintain and improve our service standards. 

If you have a complaint, please contact us with the details and we will follow the procedure set out below. 

It is important to be aware that we have 8 weeks to consider your complaint. If we have not resolved it within 8 weeks you may then complain to the Legal Ombudsman. 

1. In the first instance please contact the Fee Earner dealing with your matter with details of your complaint. 

2. The Fee Earner will then contact you by e-mail or letter within three working days of receiving your complaint acknowledging receipt of your complain ("the Firm's Acknowledgement Letter") and enclosing a copy of this procedure. 

3. We will then investigate your complaint. 

4. If your complaint appears straightforward and can be dealt with quickly and efficiently in correspondence, the Fee Earner will provide you with a written response within 14 days of the Firm's acknowledgement letter; this response will invite you to a meeting if you are not happy with the reply supplied. 

5. If your complaint is more complicated, the Fee Earner will invite you to a meeting to discuss and hopefully resolve your complaint. This will be done within 14 days of sending you the Firm's Acknowledgement Letter. 

6. Whatever the circumstances of your complaint you will be given the opportunity to have a meeting to discuss it if that is what you would like. 

7. If a meeting takes place, the Fee Earner will write to you within three days of that meeting to confirm what took place and any solutions agreed with you. 

8. If you are offered a meeting rather than a written response and:

• You do not want to meet; or
• Are unable to meet within a 14 day period from when the offer was made; or
• No response to the offer of a meeting is received within 14 days from when the offer was made the Fee Earner will send you a detailed written reply to your complaint, including their suggestions for resolving the matter, within 21 days of sending the Firm's Acknowledgement Letter. 

10. The Final Reviewee will write to you within 14 days of receiving your request for a review, confirming his/her final position on your complaint and explaining his/her reasons. If your complaint is in relation to Robert Mann himself then the review will be undertaken by an alternative partner within the firm. 

11. If you are still not satisfied after these steps you can then seek the assistance in resolving your complaint of:

Legal Ombudsman

PO Box 6806

Wolverhampton

WV1 9WJ

12. We make no charge for handling complaints. 

If you are unhappy with the outcome or the timing of our response you have the right to take your complaint to the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers. 

Normally, you will need to bring the complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within one year of the date of the act or omission about which you are concerned or within one year of your realising there was a concern.