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Complaints Procedure

Our aim is to give you a great service that you would recommend to your friends and family. However, sometimes things can go wrong and if at any point you become unhappy or concerned about the service, you should inform us immediately, so that we can do our best to resolve the problem and restore your satisfaction with us.

In the first instance of dissatisfaction it would be helpful if you could contact the person who is working on your case to discuss your concerns and they will do their best to resolve any issues. If you would like to make a formal complaint, then you can read our full complaints procedure within our client care letter sent to you at the outset of your case which details how to take matters further with our complaints handling partner. Making a complaint will not affect how we handle your case because our priority is your feelings and how we professionally deal with your case.

If after following our complaints procedure detailed in our client care letter you still feel that our complaints handling partner has not addressed your complaint, the Legal Ombudsman can help you resolve your issues with us. Although we sincerely hope this will not be necessary. The Ombudsman will look at your complaint independently and it will not affect how we handle your case through to completion for you, as your legal case is our priority.

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 and you still feel that we have failed you, then you must take your complaint to the Legal Ombudsman within the following time frames:

  • Within six months of receiving a final response to your complaint from our complaints handling partner, &
  • 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.

Contact details

Visit:www.legalombudsman.org.uk
Call:0300 555 0333
Email:enquiries@legalombudsman.org.uk
Address: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, which we are confident will not be the case.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

For additional information on all of the services Robinson Allfree provide please contact
our Ramsgate Office on 01843 592361 or our Broadstairs Office on 01843 865261.