Complaints Policy - Robertsons Solicitors

We take very seriously all expressions of dissatisfaction from our clients.  This page explains our procedures for handling complaints to ensure that each complaint is dealt with swiftly in an attempt to reach an amicable and satisfactory solution.

Reporting & Investigation Responsibilities

Informal verbal complaints should be addressed to the fee earner carrying out your work in the first instance.  If you are not satisfied with their proposals, then the matter should be taken up with the Managing Director. The name of the Managing Director will have been given in your initial letter of engagement, but if you are unable to locate this, you can ask the fee earner carrying out your work, or a member of our support staff.  If the matter cannot be resolved informally with the fee earner carrying out your work, it may be possible for the Managing Director to resolve the complaint for you without having to report the complaint in writing.  The Managing Director will investigate your complaint informally and will report back to you at every stage. It is hoped that in the vast majority of complaints, intervention by the Managing Director will resolve the situation.

However, if this is not possible and you feel that your complaint has not been dealt with to your satisfaction, it would assist investigations if you were to fully detail your concerns in writing so there is less room for misunderstanding your concerns and requirements.

Response Times

Written complaints will be acknowledged within 3 days of receipt whereby the name of the person responsible for handling the complaint will be confirmed.  A full reply will be sent as soon as the matter has been investigated and our proposals for dealing with your concerns have been agreed upon.  In any case, we will always endeavour to provide a full response within 21 days.  If that is not possible, an interim response will be given explaining why it is not possible to meet this deadline, when we expect our investigations to be completed and a response finalised.

Unresolved Issues

If, in the unusual event that we are unable to resolve the matter to your satisfaction; you are able to take the matter up with the Legal Ombudsman.  The contact details for the Legal Ombudsman will have been advised in our initial letter of engagement.  However, should you require any contact details for the Legal Ombudsman these will be supplied at your request.


All complaints (written or verbal) are recorded and logged centrally to enable us to detect recurring problems and trends.  As necessary, we will implement corrective action in response to individual complaints and improvement measures to prevent adverse trends and correct recurring problems.  In this manner, we aim to constantly improve the service we provide.