We are committed to providing a high quality service to all of our clients.
However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If however, this does not satisfy your complaint then please address your complaint in writing to Rachel Taylor, Director of RJT Solicitors at 44 High Street, Standish, Wigan, WN6 0HF or by email to firstname.lastname@example.org. We will then have 8 weeks to investigate your complaint. Making a complaint will not affect how we handle your case.
Our complaints procedure :
1. We will send you a letter acknowledging your complaint within 3 days of us receiving it, enclosing a copy of this procedure
2. We will then investigate your complaint to including an independent review of your file and speaking to the file handler who acted for you
3. Within 14 days of acknowledging your complaint, we will then invite you to a meeting to discuss and hopefully resolve the matter
4. Within 3 days of such a meeting the Director will write to you confirming what took place and any solution(s) agreed
5. If you do not want a meeting or a meeting is not possible, the Director will send you a detailed written reply to your complaint to include any suggested solution(s) within 21 days of sending you the acknowledgement letter
6. If you remain dis-satisfied, you are entitled to contact us again and the matter will be further reviewed, with a detailed explanation as to the outcome of a further review
7. We will write to you within 14 days of receipt of your request for a review confirming our final decision and any solution(s) with reasonings.
8. If you are still dis-satisfied, you can apply to the Legal Ombudsman who 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 a final response to your complaint
– No more than six years from the date of act/omission; or
– No more than 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 contact them.
Call: 0300 555 0333 between 9.00 to 17.00.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help 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.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.
If you require further assistance, please contact the Professional Ethics helpline.