At MannBenham Advocates, we are committed to delivering the highest standards of service. However, if you are not satisfied with any aspect of our service, we want to know about it. This will give us the opportunity to address your concerns and improve our services.
How to Make a Complaint
If you wish to make a complaint please complete and return the client complaint form which can be found here. The completed client complaint form can be returned to us by one of the following methods:
- By Email:
Send your complaint to [email protected] - By Post:
Address your complaint to MannBenham Advocates, 10-12 Victoria Street, Douglas, Isle of Man, IM1 2LH.
If you have questions on our complaints procedure you can contact us by:
- Phone:
Call us at 01624 639350, or - By Email:
Send your questions to [email protected].
What to Include in Your Complaint
To help us resolve your complaint promptly, please complete the client complaint form and provide as much information as possible.
What Happens Next?
- Acknowledgment:
We will acknowledge receipt of your complaint within 5 working days, confirming that we have received your concerns and informing you of the next steps. - Investigation:
Your complaint will be reviewed by a senior member of our team, who will conduct a thorough investigation. This may include reviewing case records, speaking to the advocate involved, and gathering additional information if necessary. We may invite you to attend a meeting to give you an opportunity to present your complaint. - Resolution:
We aim to provide a substantive response within 21 working days of receiving your complaint. If we need more time, we will keep you informed and provide an estimated resolution date. - Escalation:
If you are not satisfied with our response, you have the right to escalate your complaint to the Isle of Man Law Society or other relevant regulatory bodies.
Confidentiality and Data Protection
All complaints are handled in strict confidence, and your personal information is protected in accordance with our privacy policy and data protection laws.
Annual Complaints Report
In line with Law society requirements we publish an annual summary of the number and types of complaints we have received, as well as how these were resolved. This information is provided to promote transparency and continuous improvement.
We appreciate your feedback as it helps us maintain and improve the quality of our services.
Thank you for allowing us the opportunity to address your concerns.
Complaints Policy and Procedure
1. Purpose
1.1 The purpose of this Complaints Policy and Procedure is to ensure that all client complaints are addressed promptly, fairly, and transparently, in line with the standards set out in the Advocates’ Practice Rules 2024. This policy aims to uphold the integrity of our firm and the legal profession by fostering trust and maintaining professional standards.
2. Scope
2.1 This policy applies to all clients who engage our services and wish to file a complaint regarding the services provided by any advocate within our firm.
3. Policy Statement
3.1 Our firm is committed to addressing complaints from clients in a professional and efficient manner. We recognise that client feedback, including complaints, is valuable for continuous improvement and maintaining the quality of our services.
4. Complaints Process
4.1 Internal Complaints Handling Procedure
4.1.1 Submission of Complaints:
Clients may submit complaints in various way in writing or over the telephone. On receipt of a telephone complaint the client should be referred to our complaints procedure and should be asked to complete our complaints form which is available on our website.
4.1.2 Acknowledgment of Receipt:
Upon receipt of a completed complaint form, an acknowledgment will be sent to the complainant within 5 working days, confirming receipt and outlining the next steps. A precedent acknowledgment letter is set out below and this is the format of the acknowledgment letter that should be used. The employee in receipt of the complaint must immediately inform their head of department or a Director of the complaint. The head of department or the director who is informed of the complaint is responsible for acknowledging the Complaint within the 5 working days.
4.1.3 Recording in Complaints Register:
Upon receipt of a completed complaint form the head of department or the director must send a copy of the form to Patrick McCarrick who will add the complaint to the Complaints Register.
4.1.4 Assessment and Initial Review:
4.1.4.1 The complaint will be reviewed by a designated director, who will assess the nature and validity of the complaint.
4.1.4.2 If the complaint involves all advocates within the firm, an arrangement is established to ensure an independent advocate from another firm handles the review, in line with the Advocates’ Practice Rules 2024.
4.1.5 Investigation:
4.1.5.1 A comprehensive investigation will be conducted to gather facts, review any relevant documentation, and interview involved parties as necessary.
4.1.5.2 This process aims to ensure an unbiased assessment of the situation.
4.1.5.3 The Complainant may be invited to attend a meeting where they are given an opportunity to present their complaint.
4.1.6 Resolution and Response:
4.1.6.1 The outcome of the investigation into the complaint will be communicated to the complainant within 21 working days from the date of receipt of a written complaint form.
4.1.6.2 If additional time is needed, the complainant will be informed of the delay and an expected date for response.
4.1.6.3 The Complaint will be kept fully aware of the status of their complaint
4.1.7 Escalation:
4.1.7.1 If the Complainant is not satisfied with the outcome they have the opportunity to appeal that decision to the Managing Director or another Director not involved with the matter.
4.1.7.2 If the complainant is unsatisfied with the resolution, they may request further review by contacting the Isle of Man Law Society or other relevant regulatory bodies.
5. Publication and Transparency
5.1 In line with the Law society requirements the firm publishes the details of this Complaints Procedure on our website and makes it available upon request. We will also publish an annual summary on our website of the number and types of complaints received, including resolutions, without disclosing client identities.
Updated 01/09/2025
6. Confidentiality
6.1 All complaints and the information obtained during the investigation process will be treated with strict confidentiality. This applies to both the complainant and any parties involved within our firm, except where disclosure is required by law or with the client’s consent.
7. Continuous Improvement
7.1 Feedback from complaints is to be regularly reviewed to improve our policies and services. We encourage clients to share their experiences to help us enhance our service quality.
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Appendix 1
Client Complaints Form
Please click on the link for the Complaints Form or copy and paste the link into your browser:
https://mannbenham.com/wp-content/uploads/2025/05/Client-Complaint-Form.docx