Complaints

Complaints

F. Manous McBai is committed to providing professional services of a high standard.

If a client is dissatisfied with an advisory engagement, the first step is to raise the concern with the person responsible for the engagement so that it can be considered and addressed promptly.

A formal complaints procedure should then set below:

Next Steps

1. We will contact you within 7 days acknowledging your complaint and, if necessary to fully understand your complaint, asking you to confirm or explain the details set out. We will record your complaint in a central register and open a file for your complaint.

2. We will thoroughly investigate your complaint. This may involve asking the member(s) of staff who acted for you to report, and reviewing the file. We set out to give you a full response to your complaint, including our suggestions for resolving the matter, within 28 days. If more time is needed to investigate we will update you on progress not less than every 28 days

3. If practical, we may invite you to a meeting at our office to discuss and hopefully resolve your complaint. Within seven days of such meeting we will contact you to confirm what took place and any proposed solution.

4. If you are not satisfied with our response to your complaint you may contact us again and ask us to review our decision. The review will be undertaken by someone in the firm who has not been involved in your complaint. The review will ordinarily take place within 14 days.

5. In the interests of objectivity, should a complaint be made against X, another partner will be asked to deal with it instead of him or her, but otherwise applying this policy.

6. If you remain dissatisfied, or 8 weeks has passed since you first raised the complaint and you have not received a response, you have the right to refer matters to the legal ombudsman at:

Legal Ombudsman
PO Box 6806
Wolverhampton WV1 9WJ

Telephone 0300 555 0333

Email enquiries@legalombudsman.org.uk

Website http://www.legalombudsman.org.uk/contact-us/

Any referral to the Ombudsman must be made no later than:

• one year from the act/omission being complained about; or

• one year from when you should reasonably have known that there was cause for complaint.

The Ombudsman may extend these time limits if there are exceptional circumstances, for example if you are prevented from meeting the time limit as a result of serious illness, or where the time limit has not expired when you raised the complaint with us.

For further information on the Legal Ombudsman please see their website.