Complaints Procedure

Our Stance

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided, or our charges, 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 at this stage. We would suggest in the first instance you contact us, as it may be that your complaint can be resolved without the need for you to lodge a formal complaint.

If you would like to make a formal complaint, then you can read our full complaints handling procedure below. Making a complaint will not affect how we handle your case.

In relation to the service we provide or our charges, if you become unhappy, you have the right to complain. If you have a complaint, please send the details of the same to us as soon as possible.

You can post your complaint to Rose Fendlen Law, at address: The Granary, Foundry Yard, Off Wallgate, Wigan, WN1 1BA, or you can email it to contact@rf-law.co.uk or lrose@rf-law.co.uk marked for the attention of Mr Leslie Rose

Once we receive your complaint we will take the below steps:

  • Within 5 days of receipt of your complaint, Mr Rose will acknowledge your complaint by letter. We will also send to you a copy of this complaints procedure.
  • We will then consider and investigate your complaint.
  • We will within 21 days of sending you the acknowledgement letter, invite you to a meeting to discuss your complaint, and what measures may be taken to solve it.
  • Following this meeting, and within no more than 5 days after it, we will write to you with the details of the meeting. Our letter will confirm any agreed measures to solve your complaint.
  • If we have agreed a reasonable method of solving the complaint, we will take immediate steps to implement the measures agreed.
  • If you do not wish to attend the meeting, or cannot for other reasons, we will write to you with a full written response to your complaint, this will include our recommendations for solving your complaint. This letter will be sent to you within 28 days of your complaint being received by us.

If your complaint has not been resolved to your satisfaction within 8 weeks of being made to us, or we did not respond to your complaint, you can ask the Legal Ombudsman to consider your complaint.

Usually the Legal Ombudsman will require you to have gone through our complaints procedure before you complain to them.

Details regarding the Legal Ombudsman are below, who will consider your complaint independently. 

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They 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 ordinarily require the following (1 and 2) to be met;

  1. You are referring the complaint to the Legal Ombudsman within 1 year from the date of the act or omission being complained about; or Within 1 year from the date when the complainant should have, realised / reasonably have known, that there was cause for complaint.
  2. You are referring the complaint to the ombudsman within 6 months of our final response.

Note if we do not respond to your complaint or resolve it to your satisfaction within 8 weeks, or you are not happy with our final response then you can ask the Ombudsman to consider your complaint. The Ombudsman will usually require you to complain to us first, failing which they may not accept your complaint.

The Ombudsman will consider your complaint independently.

The Ombudsman can report the matter to the SRA Solicitors Regulation Authority for investigation if it deems it appropriate.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details:

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

The Solicitors Regulation Authority can help you if you are concerned about a Solicitors’ 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 SRA would not deal with issues of poor service.

You can raise your concerns with the Solicitors Regulation Authority.

Note generally the SRA and Ombudsman will usually require you to have approached us about your complaint before you escalate the matter to them, as if you have not then they may not deal with your complaint.

Please note even if you are not an existing client of this firm, you can still complain about any aspect of our service.

You can post your complaint to us, or email it to us using the same information provided above. If we believe your complaint is sufficiently serious we will follow the same complaints process as above, and you still have the same rights to approach the Ombudsman or Solicitors Regulation Authority as mentioned above.

If we do not believe your complaint is sufficiently serious we may deal with it via acknowledgement within 7 days of receipt, followed by a final written response detailing any action we recommend taking to address your complaint within 28 days of receipt of your complaint.

If a course of action is agreed to address your complaint, we will take reasonable steps to implement that action.

If you are not happy with our final response, we do not respond, or we do not resolve your complaint to your satisfaction within 8 weeks of its’ receipt by us, you still have the same rights to approach the Ombudsman or Solicitors Regulation Authority as detailed above.

Other Information

Generally speaking, complaints about poor service should go to the Ombudsman, and complaints about Solicitors behaviour should go to the SRA Solicitors Regulation Authority. Usually the Ombudsman and SRA will require you to have complained to us in the first instance.

Please note, in relation to information on our website this will be reviewed at least once per year, and updated as necessary.

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