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Client Complaints Procedure Policy

Robinson Allfree is committed to providing a high-quality legal service to our clients. When something goes wrong, we need you to tell us about it. This will help us to sort out any mistakes or misunderstandings, and to improve our standards.

How do I make a complaint?

If you have a complaint, please contact our Complaints Partner in writing (by letter, fax or email):

Complaints Partner:Mr Crispin Easter
Head Office:17-25 Cavendish Street
Kent CT11 9AL
Telephone:01843 592361
Email:Crispin.Easter@robinson-allfree.co.uk

We have eight weeks to consider your complaint. If we have not resolved your complaint within this time-scale you may complain to the Legal Ombudsman.

Nature of complaint

To help us understand the nature of your complaint and in order that we do not miss anything, please tell us:

How will you deal with my complaint?

  1. We will send you a letter acknowledging receipt of your complaint in writing within five days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our Complaints Partner, who will review your file and speak to the member of staff who acted for you.
  3. Our Complaints Partner will then contact you to arrange a meeting with you to discuss and hopefully resolve your complaint. This will be within 14 days of sending you the acknowledgement letter.
  4. Within three days of the meeting, our Complaints Partner will write to you to confirm what took place and any solutions agreed with you.
  5. If you do not want a meeting or it is not possible, our Complaints Partner will send you a detailed written reply to your complaint, including suggestions for resolving the matter within 21 days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may, at this stage, arrange for another Partner to review the decision.

What if I am not satisfied with the outcome?

If you are unhappy with the outcome of our complaints handling procedure, you can then contact the Legal Ombudsman to review your complaint, details as follows:

Address:Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Telephone:0300 555 0333
Email:enquiries@legalombudsman.org.uk
Web:www.legalombudsman.org.uk

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within a year of the act or omission about which you are complaining (or you becoming aware of it).

EU Online Dispute Resolution

If you are a consumer and we have made a contract with you by electronic means you may be entitled to use an EU online dispute resolution service to assist with any contractual dispute you may have with us. This service can be found at http://ec.europa.eu/odr.

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.