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 Director in charge of complaints, David Paddison. It may be possible for David Paddison to resolve the complaint for you without having to report the complaint in writing. He 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 David Paddison 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.
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.
We will always attempt to resolve any complaints, but where this is not possible, complaints and redress mechanisms are provided through the Solicitors Regulation Authority and the Legal Ombudsman.
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.
Solicitors Regulation Authority (SRA)
The SRA can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
The Legal Ombudsman can help if we are unable to resolve your complaint ourselves. The Legal Ombudsman will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- within six months of receiving our final response to your complaint; and
- no more than:
- six years from the date of act/omission; or
- three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please use the contact details below:
Call: 0300 555 0333 between 9am to 5pm.
Address: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
The Legal Ombudsman deals with complaints by consumers and very small businesses. This means some clients may not have the right to complain to the Legal Ombudsman, eg charities or clubs with an annual income of more than £1m, trustees of trusts with asset value of more than £1m and most businesses (unless they are defined as micro-enterprises). This does not prevent you from making a complaint directly to us.
Complaints and redress via ODR platform
If we are unable to resolve your complaint, and it relates to a contract entered into online or by other electronic means, you may also be able to submit your complaint to a certified alternative dispute resolution (ADR) provider in the UK via the EU ODR platform.
The ODR platform is an interactive website offering a single point of entry for disputes between consumers and traders relating to online contracts. The ODR platform is available to consumer clients only, ie where you have instructed us for purposes outside your trade, business, craft or profession.
The website address for the ODR platform is: http://ec.europa.eu/odr