MannBenham Advocates Limited 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 Robert Floate 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.
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.