You have the right to complain to us.
You will not be charged for any time spent handling your complaint.
You can request a copy of this complaint procedure at any time.
We issue all clients with copy of this complaint procedure:
We shall aim to deal with any complaint that we may receive promptly, fairly, openly and effectively.
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 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 that stage. If you do not feel able to discuss your concerns with them, please contact the person responsible for the overall supervision of your matter, who will be named in the client care letter we sent you at the beginning of your matter.
If you do not feel able to raise your concerns with either the fee earner or their supervisor, or if you have raised your issues with the fee earner and you are still not satisfied with the response, you can refer the matter to the Firm’s Complaints Manager, who is Karen Charles, by emailing karen@Richardwilsonlong.co.uk or writing to Cymbal House, High Street, Goring-On-Thames, Berkshire, RG8 9AU.
Making a complaint will not affect how we handle your case.
If you need to make a complaint, you should:
If you require any hep in making your complaint, we will try to help you.
We will write to you within [three] working days acknowledging your complaint, enclosing a copy of this policy.
We will investigate your complaint. This will usually involve:
We will also need to ask you for further information or documents. If so, we will ask you to provide the information within the specific period of time.
We will update you on the progress of your complaint at appropriate times.
We may, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you be telephone or video conference.
We will provide you with a written outcome following an investigation into your complaint.
Our aim is to resolve all complaints within 8 weeks from the date of receipt.
If we cannot resolve your complaint, you can speak directly to the Legal Ombudsman, provided that you fit one of the following categories:-
They will look at your complaint independently and it will not affect how we handle your case. The Legal Ombudsman service is free of charge and can investigate complaints about the legal service you have received from us.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.
The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
If you would like more information about The Legal Ombudsman, please contact them on them as follows: –
For complaints that relate specifically to an alleged breach of the SRA Standard and Regulations including the SRA Accounts Rules, you should refer the matter to the Solicitors Regulation Authority (SRA). This could be for things like general misconduct, losing your money or treating you unfairly because of your age, a disability or other characteristic. . The SRA will not investigate complaints about services provided by the Firm. They will refer such matters to the Legal Ombudsman.