Complaints Procedure

We are committed to providing a high quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards. We have a complaints procedure in place to help you.

If you have a complaint, please write to us with the details, addressed to the Client Care Office, Robert Pimblett who is the director of the firm. You can contact him by letter to 4 London Road North, Poynton, Cheshire, SK12 1QZ or by email to Robert@mannerspimblett.co.uk.

What will happen next?

  • We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out, so we understand the issues we need to address. You can expect to receive our letter/e-mail within three days of us receiving your complaint.

  • We will record your complaint in our central registrar and open a file for your complaint. We will do this within two days of receiving your complaint.

  • We will acknowledge your reply to our acknowledgement letter and confirm what will happen next. You can expect to hear from us within three days of your reply.

  • We will then start to investigate your complaint. This may involve one or more of the following steps:

    • We may ask the member of staff who dealt with your matter for their comments/response within seven working days of our request

    • We will examine their reply and will review your matter file.  We may ask them for more information.

    • We may discuss your complaint with the member of staff who dealt with your matter.  This may be done in person, via telephone, e-mail or video link.

  • Normally within 21 working days of acknowledging your complaint we will either:

    • Invite you to discuss your complaint with the Complaints Handling Director.  This may be done over the phone, video link or in person, or

    • We will send you a detailed reply to your complaint which will include our suggestions to resolve the matter.

  • If we have a meeting, we will write to you to confirm what took place and any suggestions we have agreed with you, usually within five working days.

  • At this stage, if you are still not satisfied you can write to us again. We will then arrange to review our decision.

  • We will let you know the result of the review within five days of the end of the review. At this time, we will write to you confirming our final position on your complaint and explaining our reasons

If we have to change any of the timescales above, we will let you know and explain why.   We will aim to deal with your complaint within eight weeks in line with Legal Ombudsman guidance.

  • If you are still not satisfied, you can contact: Legal Ombudsman, PO Box 6806 Wolverhampton WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information you can contact the Legal Ombudsman on 0300 555 0333, www.legalombudsman.org.uk or enquiries@legalombudsman.org.uk.

The Solicitors Regulation Authority (SRA) can help you if you are concerned about behaviour of this firm.  This could be anything from, losing or taking your money, dishonesty or treating you unfairly due to your disability, age or other characteristic.

You can raise your concerns with the Solicitors Regulation Authority.

  • Please note that the Legal Ombudsman may not consider a complaint about a bill if you have applied to the Court to assess the bill.

  • Who can complain?

Please note that the Legal Ombudsman can only investigate complaints made by:

  • An individual;

  • A business enterprise, which at the time the complaint was made to us, is a micro-enterprise within the meaning of Article 1 and Article 2(1) and (3) of the Annexe to Commission Recommendation 2003/361 EC;

  • A Charity with an annual income net of tax of less than £1,000,000.00 at the time the complaint is made to us;

  • A Club, association or organisation, the affairs of which are managed by their members, or a committee or committees of its members, with an annual income net of tax of less than £1,000,000.00 at the time at which the complaint is made to us;

  • A trustee of a trust with an asset value of less than £1,000,000.00 at the time at which the complaint is made to us; or

  • A Personal Representative of an estate of a person or a beneficiary of an estate of a person where the person was a client of our firm who has subsequently died and who has not by the time of his or her death referred the complaint to the Legal Ombudsman themselves.

Revised July 2021

View our Terms of Business.

 

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Our Office Locations

Poynton Office
4 London Road North
Poynton
Cheshire
SK12 1QZ

info@mannerspimblett.co.uk

Cheadle Office
25 Gatley Road
Cheadle
Cheshire
SK8 1LY

phone

Call us Directly

Poynton Office
01625 850 888

Cheadle Office
0161 491 8540