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Complaints Procedure

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.

What is a complaint?

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.

How do I make a complaint?

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
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 who will review your complaint independently.

Nature of complaint

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

  • Your full name and contact details
  • Your matter file reference number (if you have it)
  • The reason for your complaint

Form RA5 Client Complaint form refers.

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 will it cost?

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.

What if I am not satisfied with the outcome?

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.

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

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:

  • Within six months of receiving a final response to your complaint

and

  • 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

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.

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.