EXTERNAL COMPLAINTS

Home / About Us / External Complaints Policy

External Complaints Policy

EXTERNAL COMPLAINTS POLICY

Name of Document Author: Alessandro Mancini
Job Title of Document Author: CEO
Division responsible for Document:
Date Document Written: August 2013
Date of Last Review: 16th May 2016
Approving Committee:
Date Approved:
Next Due for Revision: 3rd January 2017
For use in:
For use by:
Keywords: External complaints
Version Information
Version No. Updated By Date of Update Description of Changes to this Version
2.0 01.2014
3.0 03.2015 Complaints CLO
4.0 16.05.16 New Appointment

We are committed to providing a high quality legal service and to dealing with all our clients fairly. We acknowledge that we may not always get it right so if something has gone wrong, including in relation to the bill, we need you to tell us.


HOW DO I MAKE A COMPLAINT?

You can contact us in writing (by letter, fax or email) or by speaking with our Customer Relations Officers whose contact details are:


Tier 1 Complaint (Initial Complaint):



Tier 2 Complaint (Escalated Complaint):


  • Referred to Patrick Kilby Head of Commercial
  • Email : patrick.kilby@mancinilegal.com
  • Mancini Legal Limited 3a North Street Horsham West Sussex RH12 1BE Tel :01403 337337
  • Once your complaint is made you will be notified by the Customer Liaison Officer Sara Robertson within 2 working days.

To help us to understand your complaint, and in order that we do not miss anything, please tell us:

  • your full name and contact details
  • what you think we have got wrong
  • what you hope to achieve as a result of your complaint, and
  • your file reference number (if you have it)
  • If you require any help in making your complaint we will try to help you.

HOW WILL YOU DEAL WITH MY COMPLAINT?

We will record your complaint centrally by a member of the tier 2 complaints team


We will write to you within three working days acknowledging your complaint, enclosing a copy of this policy.


We will investigate your complaint. This will usually involve:


  • reviewing your complaint
  • reviewing your file(s) and other relevant documents, and
  • Speaking with the person who dealt with your matter

We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.


We will update you on the progress of your complaint at appropriate times.


We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.


We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 14 days of the date of our letter of acknowledgement.


WHAT IF I AM NOT SATISFIED WITH THE OUTCOME?

If you are unhappy with the outcome of our complaints handling procedure please first let us know and we will review the matter.


If you are still unhappy you can ask the Legal Ombudsman to look into your complaint. You can contact the Legal Ombudsman:



You must usually refer your complaint within six months of our final written response to your complaint and within six years of the act or omission about which you are complaining occurring (or within three years of you becoming aware of it). Further details are available on the website:

www.legalombudsman.org.uk

WHAT WILL IT COST?

We will not charge you for handling your complaint.


Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.


The Legal Ombudsman service is free of charge.


Mancini Legal Limited is registered under No: 07828745.

Have a question? Contact us 24/7 on 01403 337337

Connect With us

Horsham Carfax Registered (Head) Office

23 West Street 1st/2nd Floor (Access via Blackhorse Way)
Horsham West Sussex RH12 1PB 44
Fax: 01403 330800
Tel: 01403 337337 | Email : carfax@mancinilegal.com

London Office ( By Appointment Only )

5 Chancery Lane, London WC2A 1LG
Tel: +442038371368 | Email : greenwich@mancinilegal.com