Complaints Procedure
Mangrio Zafar Solicitors aims to provide a professional, clear and responsive service. If something has gone wrong, or if you are unhappy with any aspect of the service you have received, we want to know so that we can review the issue properly and try to put things right.
A complaint may relate to communication, delay, fees, the way your matter has been handled, the quality of service, or any other concern about your experience with the firm.
Raising a complaint will not affect how we treat you. We will handle complaints fairly, carefully and without unnecessary delay.
Please tell us if something has gone wrong
We take concerns seriously and aim to deal with complaints fairly, clearly and without unnecessary delay. Raising a complaint will not affect how we treat you or your matter.
First step: tell us about the issue
If you are unhappy with our service, please contact us as soon as possible. It is usually best to raise the issue with the solicitor or person dealing with your matter first, because many concerns can be resolved quickly once they are understood.
If you would prefer not to raise the complaint with the person dealing with your matter, you can contact the firm directly and ask for the complaint to be reviewed by someone appropriate.
- Your full name and contact details.
- The matter or file reference, if you have one.
- A clear explanation of what has happened.
- Why you are unhappy with the service.
- What outcome you would like, where possible.
- Copies of any relevant emails, letters or documents.
How we will review your complaint
Once we receive your complaint, we will consider the information provided and decide who is best placed to review it. The complaint may be reviewed by a partner, supervisor, complaints handler or another appropriate person within the firm.
We may need to review your file, speak to the person who handled the matter, check correspondence and consider whether the service provided met the standard expected.
We may contact you for further information if we need clarification before responding. If the issue can be resolved quickly, we will try to do so without unnecessary formality.
Acknowledge
We confirm that your complaint has been received and explain what happens next.
Review
We review the file, correspondence and any information you have provided.
Respond
We provide a written response explaining our findings and any proposed outcome.
Timescales for dealing with complaints
We aim to acknowledge complaints promptly and provide a substantive response as soon as reasonably possible. Some complaints are straightforward and can be dealt with quickly. Others require a more detailed review.
If we need more time, we will tell you why and provide an updated timescale. Legal service providers generally have up to eight weeks to try to resolve a complaint before it may be referred to the Legal Ombudsman.
If we provide a final written response and you remain unhappy, you may be able to refer the complaint to the Legal Ombudsman within the relevant time limits.
Possible outcomes
The outcome of a complaint will depend on the facts. After reviewing the complaint, we may conclude that the service was appropriate, that something could have been done better, or that a remedy should be offered.
Possible outcomes may include:
- An explanation of what happened.
- An apology where appropriate.
- A correction of an error where possible.
- An update or action plan for the matter.
- A review of fees where appropriate.
- Changes to internal procedures or communication.
Legal Ombudsman
If you are not satisfied with our final response, or if we have not resolved the complaint within the relevant period, you may be able to ask the Legal Ombudsman to consider the complaint.
The Legal Ombudsman deals with complaints about poor service by legal service providers. Their rules generally require complaints to be referred within six months of the date of the final written response, provided the required information has been given.
The Legal Ombudsman also expects complaints to be made within one year of the act or omission being complained about, or within one year of when you should reasonably have realised there was cause for complaint.
Legal Ombudsman contact details
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Reporting concerns to the SRA
Some issues are not only service complaints. If your concern is about serious professional conduct, dishonesty, discrimination, misuse of client money or a breach of professional obligations, you may be able to report the matter to the Solicitors Regulation Authority.
The SRA explains that firms must tell clients how they can complain to the firm, the SRA and the Legal Ombudsman, and must publish their full complaints procedure where required.
The SRA says there is no time limit for reporting concerns, although it is usually better to report concerns as soon as possible because evidence may be easier to obtain.
The SRA normally deals with professional conduct issues. The Legal Ombudsman normally deals with complaints about poor service. The right route depends on the nature of the concern.
Frequently asked questions
No. You should not be treated unfairly because you have raised a complaint. We will continue to act professionally and review the concern separately from the proper handling of your matter.
It is helpful to complain in writing because it creates a clear record of the issue. If you have difficulty putting the complaint in writing, contact us and we will try to assist where reasonable.
If you remain unhappy after our final response, you may be able to contact the Legal Ombudsman. Time limits apply, so you should check their rules carefully.
No. The Legal Ombudsman usually deals with poor service complaints. The SRA deals with professional conduct and regulatory concerns, such as dishonesty, serious breaches or misuse of client money.
Need to raise a concern?
Tell us what has happened and we will review your concern carefully. We aim to deal with complaints fairly, clearly and without unnecessary delay.
Contact us today