At Mantilla & Stonerwood, we are committed to providing a high-quality service to all our clients. However, if you are dissatisfied with any aspect of our service, please let us know as soon as possible so that we can address your concerns promptly and to your satisfaction.

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1. Raising a Complaint

In the first instance, we ask clients to explain the nature of their complaint to the person dealing with their matter. If the issue cannot be resolved at this stage, we will provide a copy of our formal complaints procedure and refer the matter to our Complaints Handling Manager.

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2. Submitting a Formal Complaint

Clients will be asked to put their complaint in writing to the Complaints Handling Manager.

Upon receipt, our Complaints Handling Manager will acknowledge the complaint in writing within 14 working days, confirming that we have received it and outlining the next steps.

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3. Investigation

Our Complaints Handling Representative will then investigate the matter by reviewing the relevant file and speaking with the member of staff concerned. This will normally be completed within 14 working days of the acknowledgement letter.
If, for any reason, we are unable to meet this timescale, we will explain the reason and provide a revised timetable.

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4. Response and Resolution

Once the investigation is complete, our Complaints Handling Manager will invite the client to a meeting to discuss their concerns and seek to resolve the complaint. This meeting will usually take place within 20 working days of our acknowledgment letter.

Following the meeting, we will write to the client within 5 working days to confirm what was discussed and any agreed resolution.

If the client prefers not to attend a meeting, we will instead provide a detailed written response and proposed action plan within 20 working days of the acknowledgment letter.

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5. Review by Independent Solicitor

If the client remains dissatisfied with our response, they may request a further review. Our Complaints Handling Representative will arrange for an independent solicitor from another firm, unconnected with the matter, to review our decision.
The independent reviewer will provide a written response within 14 days of receiving the request, confirming the firm’s final position and any proposed redress.

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Legal Ombudsman

We are allowed up to eight weeks to resolve a complaint internally. If we are unable to do so within that time, or if the client remains dissatisfied with our final response, they may refer the matter to the Legal Ombudsman.

The Legal Ombudsman can consider complaints about our work, fees, or level of service, subject to certain conditions and time limits.

A complaint to the Legal Ombudsman must be made:

• Within six months of receiving our final written response; and

• No more than one year from the date of the act or omission being complained about; or

• No more than one year from the date when you should reasonably have known there was cause for complaint.

Contact details:
Legal Ombudsman
PO Box 6167, Slough, SL1 0EH
Telephone: 0300 555 0333
Website: www.legalombudsman.org.uk

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Solicitors Regulation Authority (SRA)

If you have concerns about a solicitor’s conduct, ethics, or integrity, you can report these directly to our regulator, the Solicitors Regulation Authority (SRA).
Please note that the SRA does not deal with issues of poor service, which should instead be referred to the Legal Ombudsman.

Contact details:
Solicitors Regulation Authority
The Cube, 199 Wharfside Street, Birmingham, B1 1RN
DX 720293 Birmingham 47
Telephone: 0370 606 2555
Email: reports@sra.org.uk
Website: www.sra.org.uk

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Further Information

If you require any further information about our complaints procedure, please contact:

Shahinur Rahman
Complaints Handling Manager
Mantilla & Stonerwood Solicitors
Unit 116, The Albert Wing, The Argent Centre, 60 Frederick Street, Birmingham, B1 3HS
Telephone: 0121 236 7959
Email: shahinur@mantillaandstonerwood.co.uk