Rollasons complaint handling policy

 

What if Something Goes Wrong?

 

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.  If you have a complaint, in the first instance discuss this with the person who is representing you.  If this does not resolve matters or you don’t feel comfortable doing so, please raise this with Barbara Spoor who is a Complaint Manager with the company we use to deal with our complaints, Master Compliance, whose contact details are as follows:

 

E-mail: barbara@mastercomplianceltd.com

Tel: 0330 2210511

Address: PO Box 6588, Southam CV47 4DE.  

 

What will happen next?

 

  1. Barbara will contact you either in writing, e-mail or telephone to acknowledge your concerns within 5 working days of initial contact. 

 

  1. Following an initial acknowledgement, Barbara will set out her understanding of your concerns.  These two steps may be combined in that you may receive an acknowledgement which also sets out the understanding of your complaint.  You may be asked to provide any further comments, or further information, and you will be asked to confirm that her understanding is correct.  You will also be asked how you would like to resolve your complaint.  This will happen within 5 working days of the initial acknowledgement of the complaint.  If you do not confirm that the understanding is correct within 7 days, it will be assumed that the summary is correct and Barbara will move to the next stage.

 

  1. Your file will then be reviewed.  Barbara may speak with the solicitor involved, if it is necessary to address your concerns, within 21 working days of your providing further information or clarification that the summary is correct. 

 

  1. Barbara will then write to you setting out her view of your complaint and making any proposal for resolution, within 7 working days of completing the review.  You will be asked to provide any further comments and to consider any resolution that is being proposed.

 

  1. If you provide any further comments, these will be addressed within 7 working days of receipt of those further comments. 

 

  • NB The timescales are subject to Barbara’s availability, for example they may have to change if she is on holiday.  If the timescale has to change you will be advised accordingly. 

 

  1. If you are still remain unhappy, you can raise your concerns with The Legal Ombudsman whose contact details are as follows:

Legal Ombudsman,

PO Box 6806

Wolverhampton

WV1 9WJ

 

Referral must be made to The Legal Ombudsman within 6 months of the date of the letter confirming the investigation has come to an end and your file is closed in relation to the complaint that has been dealt with.  In any event you must raise the formal complaint within 6 years of the incident giving rise to the complaint: this timescale being applicable after 6 October 2010.  If your complaint relates to an incident prior to this date you must raise the issues within 3 years of when you reasonably should have known you had a complaint.

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