Complaints
COMPLAINTS PROCEDURE
We aim to provide the highest level of service to all of our clients and we are pleased to say that feedback from our clients suggests that we are successful in achieving our aim.
We hope you will not have cause to complain but if you do, you are invited to let us know as soon as possible.
Complaints made by Telephone
1. If you would rather speak on the telephone about your complaint, then please telephone Paul Kerruish on +44 (7624) 493626. Paul will take details of your complaint and what you would like done about it. He will discuss your concerns with you and aim to resolve them. If the matter is resolved, he will record the outcome, check that you are satisfied with the outcome and record that you are satisfied. You may also wish to record the outcome of the telephone discussion in writing. Paul will in any case write to you to confirm the outcome.
If your complaint is not resolved on the telephone, you will be invited to write to us about it within 14 days so that it can be investigated formally.
Complaints made in Writing
2. Please give the following details :-
● Your name and address;
● Which member of staff you are complaining about;
● The details of the complaint; and
● What you would like done about it.
3. Please address your letter to Mr. Paul Kerruish, Managing Director, KERRUISH Advocates & Notaries, First Floor, Bourne Concourse, Peel Street, Ramsey, Isle of Man,m IM8 1JJ or feel free to email the same to paul@kerruish.im. We will, where possible, acknowledge receipt of your complaint within seven days and provide you with details of how your complaint will be dealt with.
4. Paul will investigate your complaint and will then reply to you within 28 days. If he finds later that he is not going to be able to reply within 28 days, he will set a new date for his reply and inform you. The reply will set out :-
● The nature and scope of his investigation;
● His conclusions on each complaint and the basis for his conclusions; and
● If he finds that you are justified in your complaint, his proposals for resolving the complaint.
Confidentiality
5. All conversations and documents relating to the complaint will be treated as confidential and will be disclosed only to the extent that is necessary. Disclosure will be to Paul as Managing Director, other Directors (if any) and anyone involved in the complaint and its investigation. Such people will include the member of staff who you have complained about and the person who investigates the complaint, if that is not Paul as Managing Director.
Our Policy
6. As part of our commitment to client care, we make a written record of any complaint and retain all documents and correspondence generated by the complaint for a period of six years. The Directors inspect the records regularly and will, if appropriate, make changes to our procedures with a view to improving services.
Complaints to the Isle of Man Law Society
7. To make an informal complaint about poor standards of service or to make any other informal complaint which you think might be resolvable between yourself and an Advocate with the Law Society’s conciliation service, please contact the Society direct to obtain the appropriate form to start the conciliation process.
We recommend you review the information on the following link:
https://iomlawsociety.co.im/complaints/
Isle of Man Law Society,13 Mount Havelock, Douglas, Isle of Man, IM1 2QG
(t): +44 (0)1624 662910
(e): enquiries@iomlawsociety.co.im
Complaints to the Advocates Disciplinary Tribunal
8. To make a formal complaint about an Advocate, you may complain to The Advocates Disciplinary Tribunal at any time. The Advocates Disciplinary Tribunal is independent of the Law Society and is administered by the Isle of Man Courts of Justice. The Advocates Disciplinary Tribunal Guidance Notes and Disciplinary Rules can be found on the Isle of Man Government’s website under the heading “Advocates Disciplinary”.
Clerk to the Advocates Disciplinary Tribunal
The Tribunals Office
Isle of Man Courts of Justice
Deemster’s Walk
Bucks Road
Douglas
Isle of Man
IM1 3AR
(t) +44 (0) 1624 685941
(e) tribunals@gov.im
(w) https://courts.im/court-procedures/tribunals-service/tribunals/