Complaints Handling Procedure

Our complaints policy

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

Our complaints procedure

If you have a complaint, please contact us with the details.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within five working days of us receiving the complaint, enclosing a copy of this procedure.

2. We will then investigate your complaint. This will normally involve passing your complaint to our Complaints Manager, Jon Perry, who will review your matter file and speak to the member of staff who acted for you. His contact details are as follows: Jon Perry, RadcliffesLeBrasseur, 85 Fleet Street, London, EC4Y 1AE; telephone: 020 7227 7451; fax: 020 7227 6208; email: jon.perry@rlb-law.com.

3. Jon Perry will write to you, within five working days of the letter of acknowledgement referred to in paragraph 1, to say that he is now dealing with your complaint.

4. Within 8 weeks after receiving your complaint, Jon Perry will send to you a detailed written reply to your complaint, including his suggestions for resolving the matter, unless paragraph 5 applies.

5. If he feels it appropriate after carrying out his review, Jon Perry will invite you to a meeting to discuss and hopefully resolve your complaint. The meeting might be in London or (if more convenient to you) in Leeds.

6. Within three working days of the meeting, Jon Perry will write to you to confirm what took place and any solutions he has agreed with you.

7. If you are still not satisfied, you can then contact the Legal Ombudsman about your complaint. Please note that there are eligibility requirements. For further information, you should contact the Legal Ombudsman (PO Box 6806, Wolverhampton WV1 9WJ Tel: 0300 555 0333, Telephone from overseas: +44 121 245 3050), Email: enquiries@legalombudsman.org.uk or refer to their website at legalombudsman.org.uk.

8. The Legal Ombudsman will usually expect you to have given the firm an opportunity to resolve your complaint. If you are eligible to refer your complaint to the Legal Ombudsman, you can use the Legal Ombudsman:

  1. if your complaint has not been resolved to your satisfaction within eight weeks of your complaint being made to the firm; or
  2. if the Legal Ombudsman considers that there are exceptional reasons to consider your complaint sooner, or without it having been made first to the firm; or
  3. where the Legal Ombudsman considers that in-house resolution at the firm is not possible due to irretrievable breakdown in the relationship between the firm and you.

Furthermore, provided that the firm’s written response to a complaint included prominently

  1. an explanation that the Legal Ombudsman was available if you remained dissatisfied;
  2. full contact details for the Legal Ombudsman; and
  3. a warning that the complaint must be referred to the Legal Ombudsman within six months of the date of the written response,

then you must ordinarily refer the complaint to the Legal Ombudsman within six months of the date of that written response from the firm.

Moreover, ordinarily:

  1. the act or omission, or when you should reasonably have known there was cause for complaint, must have been after 5 October 2010; and
  2. you must refer the complaint to the Legal Ombudsman no later than:
    • six years from the act/omission; or
    • three years from when you should reasonably have known there was cause for complaint,

but there are some limited exceptions to these time limits and, where the Legal Ombudsman considers that there are exceptional circumstances, the Legal Ombudsman may extend any of these time limits to the extent that the Legal Ombudsman considers fair.

9. References in this Procedure to Jon Perry shall include reference to a partner nominated by him or by the firm in circumstances where he is unavailable or where it is otherwise appropriate to do so.

If we have to change any of the timescales above, we will let you know and explain why.

10. You can also contact the Solicitors Regulatory Authority (“SRA”) if you consider we have breached the rules issued by the SRA (http://www.sra.org.uk/consumers/problems/report-solicitor.page). Please note that the SRA are concerned with breaches of professional standards. The SRA is a regulator and is not responsible for adjudicating client complaints.