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.
A complaint is an oral or written expression of dissatisfaction which alleges that the complainant has suffered, or may suffer, financial loss, distress, inconvenience or detriment.
In the first instance it may be helpful to contact the person who is working on your matter to discuss your concerns and we will do our best to resolve any issues at this stage.
If you would like to make a formal 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
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 who will review your complaint independently.
To help us understand the nature of your complaint and in order that we do not miss anything, please tell us:
Form RA5 Client Complaint form refers.
We will not charge you for handling your complaint. Please note that if we have issued a bill for work done on the matter and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.
If, after following the review process, you remain dissatisfied with any aspect of our handling of your complaint, you may contact the Legal Ombudsman directly to ask them to consider the complaint further.
PO Box 6806
|Telephone:||0300 555 0333|
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us in the first instance. If you have done so, then you must take your complaint to the Legal Ombudsman:
Please note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below a certain size. Details can be obtained from the Legal Ombudsman.
If a complaint cannot be resolved, you may also be able to ask for it to be referred to a process of alternative dispute resolution using a certified provider. However, we are not required to agree to such a request and have chosen not to adopt an ‘ADR’ process. If, therefore you wish to complain further, you should contact the Legal Ombudsman as detailed above.
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.
Authorised and Regulated by the Solicitors Regulations Authority. Ramsgate: SRA Number 54404. Broadstairs: SRA Number 54406