At Garnet Solicitors, we are dedicated to providing high-quality legal services while treating all our clients and firm users fairly. However, we acknowledge that we may not always get it right. If something has gone wrong, we encourage you to inform us so that we can address the matter promptly. We view complaints as valuable opportunities to improve our services. All complaints are handled in a fair, objective, and impartial manner through our established complaints management process.

 

How to make a complaint

 

You can submit a complaint in writing, either by letter or email, or by speaking directly with our Complaints Manager: Harneet Manku via email at the address info@garnetsolicitors.com.

 

To help us fully understand your complaint and address it effectively, please provide the following information when making your complaint:

• Your full name and contact details.

• Your file reference number (if available).

• A detailed explanation of what you believe we got wrong.

• The outcome you hope to achieve.

 

If you require assistance in making your complaint, we are happy to help.

 

What happens after you make a complaint

 

1. Your complaint will be recorded in our central register.

2. We will acknowledge receipt of your complaint within seven days.

3. Your complaint will be investigated thoroughly.

 

What the Investigation Process Involves

 

The investigation process typically includes:

- Reviewing the details of your complaint.

- Examining your file(s) and relevant documents.

- Discussing the matter with the individual who managed your case.

 

If further details or documents are needed to assist our investigation, we will request this information and may specify timeframes for submission.

Updates and Resolution

We will keep you informed about the progress of your complaint as appropriate. Where necessary, we may invite you to attend meetings to reach a resolution.

Once the investigation is complete, we will send you a written response outlining our findings and proposed resolution.

 

If you are dissatisfied with the outcome

 

If you are not satisfied with the resolution provided, you can contact us again to request a review of the outcome. Please follow the same process outlined above to lodge your complaint, and we will investigate further as per the manner stated above.

 

Should you remain dissatisfied, you may make a complaint to the Legal Ombudsman within six months of our final response.

You can find further information about making a complaint to the Legal Ombudsman at their website https://www.legalombudsman.org.uk/how-to-complain/ or contact them via telephone on 0300 555 0333.

​

The Legal Ombudsman will usually require complaints to be made within six years of the act or omission or three years from the date you became aware of the issue.

 

Changes to This Policy

​

We reserve the right to amend this policy at any time.