Right Law is committed to providing the highest standards of professional legal service to all of our clients.
In the unfortunate event that a client is dissatisfied with the service they have received, we will endeavour to address their concerns as quickly and fully as possible, through the procedure described below.
If you have a concern or a complaint that has not been dealt with to your satisfaction by the person handling your case, we would be grateful if you would now outline your concerns to us in writing by post to:
The Compliance Manager
1B Highstone House
165 High Street
If you prefer to contact us by email, please use the address firstname.lastname@example.org.
What Will Happen Next?
We will send you a letter acknowledging receipt of your complaint within 5 days of our receiving the complaint, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally involve passing your complaint to the complaints Partner who will review your matter file and speak to the member of staff who acted for you.
We will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 10 working days of sending you the acknowledgement letter.
At this stage, if you are still not satisfied, you should contact us again in writing to explain why you remain unhappy with our response and we will review your comments.
We will write to you within 10 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
In the unlikely event that we cannot complete our investigations within this timescale, we will let you know and explain the reasons for any extension. As a guide, this generally only occurs in circumstances where we need the input of third parties outside of Right Law, which cannot be obtained within the eight week period.
What to do if we cannot resolve your complaint
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 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 your receiving a final written response from us regarding your complaint
- No more than six years from the date of the act/omission: or
- No more than three years from when you should reasonably have known there was cause for complaint
You can also contact the Solicitors Regulation Authority (https://www.sra.org.uk/consumers/problems/report-solicitor)