Information on handling complaints
We are confident of providing a high-quality service. We have processes in place for reviewing files regularly so please rest assured that your matter will be progressed efficiently.
If, at any time, you are not happy with the service you are receiving, please let us know. In the first instance we suggest that you raise your concerns with the person dealing your case, who will try to help.
We believe it to be of the utmost importance that we keep you informed of progress being made and that whenever we request instructions and information or documents you provide the same within the minimum days. We encourage the use of emails, letters and fax, which are often more cost effective and efficient than the telephone.
We are committed to providing all our clients with a quality service. However, we recognise that occasionally you may wish to raise concerns with us about the service that you have received. In the first instance, we suggest that you raise these concerns with the person dealing with your case, who will try to help. If you are not satisfied with the service offered or our bill of costs for the same and in the event that you and we are unable to resolve any particular issue between us then the matter may be raised in writing with Mr Mihai Popescu or Mrs Nazia Ashraf, our Client Care Members. The matter will then be fully investigated and a full response provided.
If you feel the need to make a formal complaint, then you can read our full complaints procedure below and contact us either by telephone on 020 7790 3772 or in writing to The Complaints Member, Monk & Turner Solicitors, 80A Ashfield Street, Unit 2, London E1 2BJ. 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.
Complaints handling procedure
Our complaints policy
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.
Our complaints procedure
If you have a complaint, please contact us with the details.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within three days of us receiving the complaint, enclosing a copy of this procedure.
- We will investigate your complaint. This will normally involve passing your complaint to our Complaints Handling Member (CHM), Mr. Mihai Popescu or Mrs Nazia Ashraf, who will review your matter file and speak to the member of staff who acted for you.
- CHM will invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
- Within three days of the meeting, CHM will write to you to confirm what took place and any solutions he agreed with you.
- If you do not want a meeting or it is not possible, CHM will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for either another Member or someone unconnected with the matter at the firm to review the decision. Alternatively, we may ask an independent firm of solicitors to review the complaint.
- 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 reasons.
- In the unfortunate event that you are not satisfied with the response received at the conclusion of this firm’s complaint process you have a right to complain to the Legal Ombudsman. If you wish to raise a complaint with the Legal Ombudsman you must do so as soon as possible after the conclusion of this firm’s complaint procedure.
- Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you are not satisfied with the final outcome of our decision, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint
- No more than six years from the date of act/omission; or
- No more than three years from when you should reasonably have known there was cause for complaint.
If we have to change of the timescales above, we will let you know and explain why.
If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton,
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns with the Solicitors Regulation Authority at http://www.sra.org.uk/consumers/problems/report-solicitor.page.