1. Introduction

At CANKO Consultancy, we are committed to providing high-quality legal services to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

2. Making a Complaint

If you are not satisfied with the quality of service you have received or any aspect of our conduct, please contact us with the details. You can do this by email, letter, or phone. Please address your complaint to our Complaints Manager at pcanko@canko.co.uk.

3. What Will Happen Next?

1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 4 weeks of us receiving your complaint.

2. We will record your complaint in our central register and open a file for your complaint. We will do this within 7 days of receiving your complaint.

3. We will then start to investigate your complaint. This will normally involve the following steps:

    - We will pass your complaint to our client care partner, Pinar Canko, within 21 days of sending you the acknowledgement letter.
  - Pinar Canko will ask the member of staff who acted for you to reply to your complaint within 7 days .
  - Pinar Canko will then examine their reply and the information in your complaint file. And, if necessary, they may also speak to them. This will take up to 7 days from receiving their reply and the file.

4. Pinar Canko will then invite you to meet her to discuss and hopefully resolve your complaint. She will do this within 7 days of receiving all the details we need from the member of staff who acted for you.

5. Within 7 days of the meeting, Pinar Canko will write to you to confirm what took place and any solutions she has agreed with you.

4. If You Are Not Satisfied

If you are still not satisfied, you can contact the Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk. Alternatively, you can visit their website at www.legalombudsman.org.uk.