Complaints

Our Complaints Policy and Procedure

Policy

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 put matters right where appropriate and improve our standards.

 

Procedure

If you have a complaint, please contact Caroline Thompson, the Partner responsible for client care.  You can contact her at our Churston address, or by telephone (014803 845191) or email (cjt@rogerrichards.co.uk).

 

What will happen next?

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

 

  1. Caroline Thompson will then investigate your complaint, examining the relevant file and speaking with members of staff as appropriate.

 

  1. If appropriate, Caroline Thompson will then invite you to a meeting to discuss and, we hope, resolve your complaint. She will be in a position to do this no longer than twenty eight days after of sending the acknowledgement letter to you.

 

  1. Within three days of that discussion Caroline Thompson will write to you to confirm what took place and any suggestions we have made or solutions that she has agreed with you.

 

  1. If you would prefer not to meet, or if it is not practical or appropriate, or if we cannot arrange it within an acceptable timescale, Caroline Thompson will write fully to you setting out her views on the situation and any suggestions we may have to resolve it. She should be in a position to do this within 10 days of your request for a written response.

 

  1. At this stage, if you are still not satisfied, please let Caroline Thompson know. We will then arrange for another partner in the firm who has not been involved in your complaint to review our position.

 

  1. We will write to you again within fourteen days of receiving your request for a review. We will either set out our final position on your complaint and explain our reasons.

 

  1. If you are still not satisfied, you can contact the Legal Ombudsman at PO Box 6806 Wolverhampton WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within 6 months of the date of our final written response on your complaint or within 6 years of the act or omission about which you are complaining occurring (or if outside this period, within three years of when you should reasonably have been aware of it).  For further information, you should contact the Legal Ombudsman on 0300 555 0333 or enquiries@legalombudsman.org.uk.