At Manor Row Solicitors we are committed to providing a high-quality legal service. We value feedback because it helps us improve. If something has gone wrong, we want to know so we can put it right and make sure it does not happen again.
We treat all complaints seriously and aim to resolve them promptly, fairly and transparently. We will acknowledge your complaint, investigate it thoroughly, and keep you informed throughout.
How to make a complaint
If you have a complaint about our services, please raise it with us as soon as you can. You can contact us in any of the following ways:
- Complaints Manager: The Practice Manager
- Email: info@manorrowsolicitors.co.uk
- Telephone: 01274 608 608
- Address: Manor Row Solicitors, 3 Manor Row, Bradford, West Yorkshire, BD1 4PB
We recommend putting your complaint in writing, by email or letter, so there is a clear record of your concerns. You can also complain by telephone if you would prefer.
What happens when you complain
We follow a structured process so that complaints are handled fairly and efficiently:
- Acknowledgement — within 3 working days. We write to confirm we have received your complaint, who is handling it, and when you can expect a full response.
- Investigation. We investigate thoroughly. This may involve reviewing your file, speaking to the staff involved, and considering all relevant documents and correspondence.
- Discussion, if required. We may invite you to discuss your concerns in person, by telephone or by video call — whichever suits you.
- Written response — within 21 days. We set out our findings, our conclusions, and any action we propose to put the matter right.
- Final resolution — within 8 weeks of your original complaint. If you remain dissatisfied, a senior member of the firm reviews the matter and provides a final written response.
Our timescales
| Stage | Timescale |
|---|---|
| Acknowledgement | Within 3 working days of receiving your complaint |
| Initial response | Within 21 days of acknowledgement, or we write explaining why we need more time |
| Final response | Within 8 weeks of receiving your original complaint |
If your complaint is complex and needs more time to investigate, we will keep you informed of our progress and give you a revised timescale.
What information we need
To investigate effectively, please give us as much of the following as you can:
- Your full name and contact details
- Your matter or file reference number, if you know it
- The name of the solicitor or staff member you dealt with
- A clear description of what went wrong, and when
- Copies of any relevant documents or correspondence
- What you would like us to do to put things right
Detailed information helps us understand your concerns and respond more quickly — but do not worry if you do not have all of it. We can still investigate your complaint.
If you are still unhappy
If you are not satisfied with our final response, or we have not resolved your complaint within eight weeks, you have the right to refer it to the Legal Ombudsman.
Legal Ombudsman. An independent body that investigates complaints about the service provided by solicitors.
- Website: www.legalombudsman.org.uk
- Email: enquiries@legalombudsman.org.uk
- Telephone: 0300 555 0333
- Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
Important time limits. The Legal Ombudsman normally requires a complaint to be made within six months of receiving our final response. The complaint must also relate to an act or omission occurring within six years of the complaint being made, or within three years of when you should reasonably have known there were grounds to complain.
Solicitors Regulation Authority. The SRA investigates concerns about the behaviour or conduct of a solicitor — matters such as dishonesty, discrimination or breaches of professional rules, rather than service quality.
- Website: www.sra.org.uk
- Email: report@sra.org.uk
Our regulatory information
Manor Row Solicitors is committed to maintaining the highest standards of professional conduct. As a regulated firm we adhere to the SRA Standards and Regulations, which include rules on professional conduct, client care and complaints handling.
| Detail | |
|---|---|
| Trading name | Manor Row Solicitors |
| Company | Manor Row Legal Ltd |
| Company number | 16254992 |
| SRA number | 8012196 |
| Registered office | 3 Manor Row, Bradford, West Yorkshire, BD1 4PB |
We are here to help
If you have any questions about this procedure, or need help making a complaint, please contact us on 01274 608 608 or at info@manorrowsolicitors.co.uk. There is no charge for making a complaint.
Manor Row Legal Ltd is authorised and regulated by the Solicitors Regulation Authority, SRA No. 8012196.
Back to top ↑