Complaints Procedure
We are committed to providing a high-quality service to all our clients. If you are unhappy with any aspect of the service you have received, or with a bill, please tell us so that we can try to put things right.
How to complain
In the first instance, please raise your concerns with the solicitor handling your matter. If you would prefer not to do that, or you remain unhappy after doing so, you can contact our Complaints Partner directly.
Complaints contact: [[CONFIRM: Complaints contact]]
Email: [[CONFIRM: Complaints contact email]]
When you complain, please give us as much detail as you can, including your name and contact details, the name of the person who has been dealing with your matter, a clear description of what has gone wrong, and what outcome you are hoping for.
What happens next
We will acknowledge your complaint promptly and investigate it fully. This will usually involve reviewing your file and discussing the matter with the people involved. Once we have completed our investigation, we will write to you with our final response, setting out the outcome and, where appropriate, any proposals to put things right.
We aim to resolve complaints as quickly as possible. If our investigation is likely to take longer than expected, we will let you know and explain why.
The Legal Ombudsman
If you are not satisfied with our final response, or if eight weeks have passed since you first told us about your complaint, you can ask the Legal Ombudsman to look into it independently and free of charge.
The Legal Ombudsman deals with complaints about service. It cannot usually investigate a complaint unless you have first given us the opportunity to resolve it.
Normally, you will need to refer your complaint to the Legal Ombudsman within six months of receiving our final written response, and within one year of the act or omission you are complaining about, or within one year of when you should reasonably have known there was cause for complaint.
Contact details for the Legal Ombudsman:
Legal OmbudsmanPO Box 6167
Slough
SL1 0EH
Telephone: 0300 555 0333
Email: [email protected]
Website: www.legalombudsman.org.uk
The Solicitors Regulation Authority
RGF Lawyers Limited is authorised and regulated by the Solicitors Regulation Authority (SRA number 8004856). If you are concerned about our behaviour, for example if you believe we have been dishonest or have breached the SRA's rules, you can report this to the SRA. The SRA does not deal with complaints about the standard of service provided, which are matters for the Legal Ombudsman.
You can find out more about the SRA and how to report a concern at www.sra.org.uk.