Complaints

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

If you have a complaint, please contact us with the details.

Phone 01612437477
Email: oa@onofan.co.uk
Visit or write to us: Ono Corp Ltd,
Unit 12 The Boat Shed, Office Village, Exchange Quay, Salford, England, M5 3EQ

We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.

2. We will then investigate your complaint. This will normally involve passing your complaint to our client care team, client care team, who will review your matter file and speak to the person within our organisation who acted for you.

3. Client care team will then invite you to a meeting to discuss and hopefully resolve your complaint. The meeting will be held at our main offices in Salford. The full address is on our website. (If this is not a convenient location we can arrange a video call for you.) He will do this within 14 days of sending you the acknowledgement letter.

4. Within three days of the meeting, client care team will write to you to confirm what took place and any solutions he has agreed with you.

5. If you do not want a meeting or it is not possible, client care team will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the firm to review the decision.

7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

8. If you are still not satisfied, you can then contact the Financial Ombudsman Service. Exchange Tower, Harbour Exchange, London, E14 9SR. Online: https://help.financial-ombusman.org.uk/help

Normally, you will need to bring a complaint to the Financial Ombudsman Service within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). For further information, you should contact the Financial Ombudsman Service on 0300 023 4 567.