Our Complaints Policy

We are committed to providing a high –quality legal services to all our clients. When something goes wrong, we need you to tell us about it as this will help us to improve our standards. 

If there is a cause for complaint, we would request that complaints are made in writing and addressed to our Elizabeth Mang our Client Care Officer, C/o The Client Care Department Mang & Co Solicitors 800 High Road Tottenham London N17 0DH.

Alternatively, please contact our switchboard on 0208 808 5898 and ask to be put through to the Client Care Department. Your complaint will be formally acknowledged and the full procedure that will be followed in dealing with your complaint will be explained to you at that time.

What will happen next on our receipt of client’s complaint:

• We aim to resolve your complaint within eight weeks of your notification. 
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• We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of our Complaints Policy and Procedures.  
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• We will then investigate your complaint. This will normally involve passing your complaint to our Client Care Officer Elizabeth Mang who will review your matter file and speak to the member of staff who acted for you. Our Business Continuity Partner Ms Rachel Uko of Joseph Mynah & Co Solicitors will be responsible for handling any complaint about our Elizabeth Mang once received.
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• Our Client Care Officer will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within 14 days of sending you the acknowledgment letter.
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• Within three days of the meeting, our Client Care Manager will write to you to confirm what took place and any solution that has been agreed with you. 
• If you do not want a meeting or were a meeting is not necessary, you will be sent a detailed written reply to your complaint, including any suggestions for resolving the matter within 21 days of sending the acknowledgment letter.  
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• At this stage if you are not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the firm to review the decision.  We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reason. 
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• If our Client Care Officer is away from the office, this period may be extended and if we have changed any of the timescales above, we will let you know and explain why.
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• If you are still not satisfied with our response, you can refer your complaint to the Legal Ombudsman (LeO) at P O Box 6167 Slough SL1 0EH.  You can   also email the Legal Ombudsman (LeO) at enquiries@legalombudsman.org.uk or telephone them on 0300 555 0333 or +44 121 245 3050 if calling from overseas.  For further      information, please access the Legal Ombudsman (LeO)’s website: www.legalombudsman.org.uk.
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• If you are not satisfied with our response and decisions to your complaint, you can refer your complaints to the Legal Ombudsman. If you do so, the complainant must ordinarily refer the complaint to the Legal Ombudsman within six months of the date of the final written response by our Practice/firm.
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• From 1^st April 2023, the complainant must refer the complaint to the Legal Ombudsman (LeO) no later than one year from the act/omission or one year from when the complainant should reasonably have known that was cause for complaint.
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• For further information, you should contact the Legal Ombudsman on 0300 555 0333 or visit its website www.legalombudsman.org.uk
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• If your complaint is about your bill of costs, you can apply for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman cannot consider a complaint about the bill if you have applied to the Court for assessment of the bill. We may be able to charge interest on all or part of an unpaid bill.
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You can also make a complaint or report a Solicitor to the Solicitors Regulation Authority (SRA) if there is any breach of the SRA Principles 2019 i.e. where you are unhappy or concerned about a Solicitors behaviour which can be for things like breach of justice and the rule of law, public trust and confidence in solicitors’ profession and in legal services provided, independence, honesty, integrity, equality diversity and inclusion and not acting in the best interest of clients. Full details of how to raise concerns about a Solicitor with the SRA can be found in the SRA website:  https://www.sra.org.uk/consumers/problems/report-solicitor.

We trust that we would be able to resolve between ourselves any issue that you are unhappy with. Indeed, we pride ourselves on the quality of service we offer and in the many satisfied clients we have. We would hope you would be another.