Our complaints procedure

If you have a complaint please contact Karen Maggs, who is the person responsible for dealing with client care issues.

You can contact her by email at karen.maggs@rudlingswakelam.co.uk or telephone on (01842) 754151.

What will happen next?

1. We will endeavour to resolve a verbal complaint when is initially made, however, when this is not possible it will be handled in line with the full complaints procedure outlined in stages 2 – 7 below.

2. We all send you a letter or email acknowledging receipt of your complaint within a maximum of two days of us receiving the complaint, enclosing a copy of this procedure.

3. We will then investigate your complaint. This would normally involve reviewing your file and speaking to the member of staff you acted for you. If your complaint relates to a matter where the files have been closed we may need to obtain your file from archive storage facility.

4. We will send you a detailed reply to your complaint, including our suggestions for resolving the matter, within eight weeks of sending you the acknowledgement letter.

5. At this stage if you are still not satisfied you should contact us again and we will arrange for someone who has not had any dealings with your matter to review the initial decision.

6. We will write you within 28 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

7. If we have been unable to settle your complaint using our internal complaints procedure you have a right to complain to the Legal Ombudsman, an independent complaints body, established under the legal services act 2007, that deals with legal services complaints. You have six months from the date of our final letter in which the complaint to the legal ombudsman.

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

Alternative complaints bodies such as Ombudsman Services, Promediate and Small Claims Mediation exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. As a firm we have decided that unresolve complaints will be handled only by the Legal Ombudsman.

Objecting to your bill(s)
You may have the right to object to our bill by applying to the court for an assessment of the bill under the Part III of the Solicitors Act 1974.

Non-payment of bill(s).
You should be aware that the firm may be entitled to charge interest if all or part or our bill(s) remains unpaid.

*If we have to change any of the time-scales above, we will let you know and explain why.