Mansouri & Son – Complaints Policy & Procedure

Our aim

At Mansouri & Son Solicitors client satisfactions is one of our key targets in every matter we handle. We do not just say that but we strive to ensure that every client is happy with the level of service we provide. However; every now and then things go wrong and it is important that clients know where they stand if that happens.

We will always aim to deal promptly, fairly and effectively with any complaint a client may have about any aspect of our service and wherever possible we will aim to reach a settlement with which the client is content.

Our complaints handling policy

This page sets out the steps which should be followed if you have a complaint or grievance about our firm, a member of staff, how your work was handled or a bill. When something goes wrong, we need you to tell us about it. This will help us to improve our service and it is also the first step in trying to resolve your grievance. We will of course never charge you for the time taken to resolve a complaint.

How to complain

If you have a complaint, please give the details (by letter, email or telephone) to Cyrus Mansouri. He is the allocated complaints handler at the firm. All complaints received by us are recorded in a central register kept by this firm (the “Central Register”). Please make sure that your complaint is as detailed as possible and include any key dates or events which are relevant.

We then have up to 8 weeks to respond to that complaint. However; we will always strive to deal with a complaint much faster. Cyrus Mansouri will acknowledge your complaint and after he has had an opportunity to look into the matter you will receive a detailed response.

We will always strive to approach any complaint fairly and objectively. If we have done something wrong we will always admit it and we will attempt to reach an amicable resolution with you. If we cannot resolve your complaint, we will advise you on how you can progress it.

Complaints concerning data protection

If you have any complaint regarding our data protection policies or practices, please contact our Privacy Manager Cyrus Mansouri at info@solicitorsfirm.com to whom complaints should be addressed at first instance.
You also have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues, who can be contacted at https://ico.org.uk or telephone on 0303 123 1113.

What will happen next?

1. Cyrus Mansouri will then investigate your complaint. He will:
   • send you a letter acknowledging receipt of your complaint (within seven days of your requesting an investigation of your complaint) and enclosing a copy of this procedure; and
   • review your matter file and speak to the member of staff who acted for you.
2. Cyrus Mansouri will then invite you to a meeting to discuss and hopefully resolve your complaint. This will normally happen within 21 days of sending you the acknowledgement letter.
3. Within three days of the meeting, Cyrus Mansouri will write to you to confirm what took place and any solutions he has agreed with you.
4. If you do not want a meeting or it is not possible, Cyrus Mansouri will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
5. We operate on ‘open door’ policy on any complaints or grievances. This means that you are invited to continue discussing with us an amicable outcome to your grievance.
6. If you are still not satisfied, you can then contact the Legal Ombudsman:
   • by letter at: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
   • by telephone at: callers from UK: 0300 555 0333 / callers from overseas: +44 121 245 3050
   • by email at: enquiries@legalombudsman.org.uk
     .
     The Legal Ombudsman may be prepared to investigate your complaint if you satisfy the relevant criteria. You must take your complaint to the Legal Ombudsman:
     • within six months of receiving a final response from us to your complaint; 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.
7. The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. For more details visit https://www.sra.org.uk and https://www.sra.org.uk/consumers/problems/report-solicitor.
8. You may have recourse to the Online Dispute Resolution Platform (“ODR Platform”), which is an online alternative dispute resolution forum for consumers. If we have to change any of the timescales above, we will let you know and explain why.