Complaints Policy - Robertsons Solicitors

Complaints Policy

We are committed to providing a high-quality legal service. We acknowledge that we may not always get it right so if something has gone wrong, including in relation to the bill, we need you to tell us. 

Definition of a Complaint

The SRA and the Legal Ombudsman define a complaint as an expression of dissatisfaction (oral or written) which alleges that the complainant has suffered (or may suffer):

  • financial loss;
  • distress;
  • inconvenience; or
  • other detriment

How do I make a complaint?

You can contact us in writing (by letter, fax or email) to our complaints director, whose contact details are as provided in our Terms and Conditions of Business, or as previously supplied. We will write to you within three working days acknowledging your complaint, enclosing a copy of this policy.

To help us to understand your complaint, and in order that we do not miss anything, please tell us:

  • your full name and contact details;
  • what you think we have got wrong;
  • what you hope to achieve as a result of your complaint; and
  • our file reference number (if you have it)

If you require any help in making your complaint we will try to help you.

How will you deal with my complaint?

We will record your complaint centrally.

We will investigate your complaint. This will usually involve:

  • reviewing your complaint;
  • requesting a report from the person who dealt with your matter;
  • reviewing your file(s) and other relevant documents; and
  • speaking with the person who dealt with your matter.

We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.

We will update you on the progress of your complaint at appropriate times.

We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.

We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 15 working days of the date of our letter of acknowledgement, if we are unable to keep to this timescale we will write further with an updated estimate of when we anticipate being able to complete our enquiries.

Outcome of your Complaint

We will write to you with our decision on your complaint as soon as we are able, but in any event within 15 working days. Should it be decided that your complaint is upheld the following re-dress will be considered:

  • Reduction in our fees – this will be in circumstances where our services falls way below the high standards we set. The amount of reduction will be decided by our Complaints Handling Director and will be based on his/her view of the complaint and its impact on you;
  • An apology.

We will also advise of any changes we make to any procedures which will need to be put in place to ensure that any errors made or service levels not met do not happen in the future.

What if I am not satisfied with the outcome?

If you are unhappy with the outcome of our complaints handling procedure please first let us know and we will review the matter.

If you are still unhappy you can ask the Legal Ombudsman to look into your complaint. You can contact the Legal Ombudsman:

You must usually refer your complaint to the Legal Ombudsman within six months of our final written response to your complaint and within six years of the act or omission about which you are complaining occurring (or within three years of you becoming aware of it). Further details are available on the website:

We have chosen not to adopt an ADR process. If, therefore, you wish to complain further, you should contact the Legal Ombudsman.

What will it cost?

We will not charge you for handling your complaint.

Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.

The Legal Ombudsman service is free of charge