Complaints Policy

Complaints Policy

Last Updated: May 29, 2025

At Mansoor Law Associates, we are committed to providing high-quality legal services to all our clients. We value your feedback and take any concerns or complaints seriously. This policy outlines our approach to handling complaints and ensuring that we continuously improve our services.

1. Our Commitment

We are committed to:

  • Providing a fair and transparent complaints procedure
  • Treating all complaints seriously and confidentially
  • Resolving complaints promptly and effectively
  • Learning from complaints to improve our services
  • Ensuring that no client is disadvantaged as a result of raising a concern or complaint

2. Definition of a Complaint

A complaint is any expression of dissatisfaction with our services, whether justified or not, that requires a response. This may include concerns about:

  • The quality of service provided
  • The behavior or conduct of our staff
  • Delays or failures in communication
  • Fees and billing issues
  • Any other aspect of our service

3. How to Make a Complaint

If you are dissatisfied with any aspect of our service, we encourage you to raise your concerns as soon as possible. You can make a complaint in the following ways:

3.1 Informal Resolution

In many cases, concerns can be resolved informally by speaking directly with the attorney or staff member handling your matter. We encourage you to discuss any issues with them first, as this often leads to the quickest resolution.

3.2 Formal Complaint

If your concern cannot be resolved informally, or if you prefer to make a formal complaint, you can do so by:

  • Email: Send your complaint to complaints@mansoorlawassociates.com
  • Mail: Write to our Complaints Manager at our office address
  • Phone: Call our office and ask to speak with the Complaints Manager
  • In Person: Request a meeting with our Complaints Manager

When making a formal complaint, please provide:

  • Your full name and contact details
  • The name of the attorney or staff member involved
  • Details of your complaint, including relevant dates
  • Any supporting documents or information
  • Your preferred outcome or resolution

4. Our Complaints Procedure

4.1 Acknowledgment

We will acknowledge receipt of your formal complaint within 3 working days.

4.2 Investigation

Your complaint will be assigned to our Complaints Manager, who will:

  • Review all relevant information and documents
  • Speak with the staff member(s) involved
  • Consider any applicable professional standards or regulations
  • Determine what went wrong and why
  • Identify an appropriate resolution

4.3 Response

We aim to provide a full response to your complaint within 14 working days. If we need more time to investigate, we will let you know and provide a revised timeframe.

Our response will include:

  • A clear explanation of our findings
  • Any actions we have taken or will take to resolve the issue
  • An apology where appropriate
  • Information about escalation options if you remain dissatisfied

4.4 Escalation

If you are not satisfied with our response, you can request that your complaint be reviewed by our Managing Partner. Please make this request within 14 days of receiving our initial response.

5. External Resolution

If you remain dissatisfied after exhausting our internal complaints procedure, you may have the right to refer your complaint to an external body, such as:

  • The Pakistan Bar Council
  • The Sindh Bar Association
  • Any other relevant regulatory authority

We will provide information about these options in our final response to your complaint.

6. Monitoring and Learning

We regularly review all complaints to identify trends and areas for improvement. This helps us to:

  • Enhance our service quality
  • Update our policies and procedures
  • Provide additional training to our staff
  • Prevent similar issues from occurring in the future

7. Contact Information

If you have any questions about this policy or wish to make a complaint, please contact:

Complaints Manager
Mansoor Law Associates
Office No 120, 1st Floor, Tahir Plaza, Near City Court
Karachi, Pakistan
Email: complaints@mansoorlawassociates.com
Phone: +92 335 6644998