Right Legal Group – Complaints Procedure
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem. We are committed to providing a high-quality service to our clients and this includes a commitment to putting things right when they go wrong. This policy explains how we will deal with any complaint that is referred to us. Your complaint might concern the way in which you have been dealt with, the quality of advice you have received or any invoice that you have received.
Please note, making a complaint will not affect how we handle your case.
Our Procedure
If you have a complaint, please contact either Elizabeth Ward or Bethany Lunn. You can contact them by post at 16 Stanier Way, Wyvern Business Park, Derby Derbyshire DE21 6BF, or by e-mail at elizabeth.ward@rightlegalgroup.com / bethany.lunn@rightlegalgroup.com. It is preferable that you do put your concerns into writing, but if you would prefer not to, or if you would find it difficult to do so, they can be contacted by phone at (01332) 424511.
To explain to you how long this process might take, we have included our target times for each stage of the process. Where, for any reason, if it is not possible to observe any of these limits we will let you know and explain why.
What will happen next?
1 On receipt of your complaint Bethany Lunn will send you a letter or email acknowledging your complaint and might invite you to a meeting to discuss your concerns. We will open a file for your complaint in our system and Bethany Lunn will examine the file that we have on the work that we have been doing for you. We would look to acknowledge your complaint within two working days of receiving it and will complete our initial investigation within seven working days.
2 We might then invite you to a meeting or we will write to you to ask for further information. Alternatively we might write to you setting out our views on the situation and suggesting any redress that we would feel to be appropriate. We will write to you with our views and any suggestions within seven days of completing our investigations.
3 Where we feel that we have failed in our standards we could offer an apology, a reduction of any bill or a repayment in relation to any payment received.
4 If, by this stage, you are still not satisfied, please let us know. It would be helpful to us if you could do so within the next 21 days but there is no obligation on you to do so. We will then arrange to review our decision. We would generally aim to do this within seven days of hearing from you. We will usually do this by involving an appropriate line manager or Director to see if they agree our response.
5 We will let you know the result of the review within two working days of the end of the review and will do so by writing to you to confirm our final position on your complaint and explaining our reasons.
What do to if we cannot resolve your complaint?
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
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Within six months of receiving a final response to your complaint
and
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No more than six years from the date of act/omission; or
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No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them.
Contact details
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
You also have the option to report to The Solicitors Regulation Authority. They can help you if you are concerned about our behaviour. This could be for areas such as dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. For more information about how you can report the Solicitors Regulation Authority, please see below their Contact Centre information:
The Cube
199 Wharfside Street
Birmingham
B1 1RN
DX 720293 BIRMINGHAM 47
0370 606 2555
Alternative complaints bodies such as ProMediate (www.promediate.co.uk) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We may not agree to use ProMediate in this matter.