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Complaints Policy

Our complaints policy

At Rook Irwin Sweeney LLP, we are committed to providing a high-quality service to all our clients. This includes a commitment to putting things right when they go wrong.

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, or our charges, then you should inform us immediately, so that we can do our best to resolve the problem. We will deal with all complaints promptly, fairly and free of charge.

Our complaints procedure

Our complaints partner is Polly Sweeney. You can contact her by post at Rook Irwin Sweeney LLP, 107-111 Fleet Street, London EC4A 2AB or by e-mail at polly.sweeney@rislaw.co.uk. It is helpful if you put your concerns in writing, but if you would prefer not to, or if you would find it difficult to do so, Polly Sweeney can be contacted by phone on 0207 936 9886.

If you need us to make any adjustments to the way that we communicate with you, for example due to language or disability, please let us know.

To explain to you how long our process might take we have included our target times for each stage of the process. Where, for any reason, it is not possible to observe any of these limits we will let you know and explain why.

Initial Stage

In the first instance, it may be helpful to contact the Solicitor who is working on your case to discuss your concerns directly and we will do our best to resolve any issues.

Formal Stage

If you would like to make a formal complaint, then our procedure is set out below. Making a complaint will not affect how we handle your case.

  1. Acknowledge the complaint in writing and send a copy of the complaints procedure -within two working days
  2. Invite you to a meeting or to discuss the issues by telephone – within two working days
  3. Confirm the outcome of the meeting or telephone conversation in writing – within three working days of the meeting/telephone conversation
  4. Investigate the issues – within 14 days of receiving the complaint
  5. If a meeting/telephone discussion is not possible or required – we will investigate the issues and write to you with the outcome within 21 days
  6. Review and close the complaint – within 8 weeks of receiving the complaint

What to do 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:

• 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.

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 9.00 to 17.00.
• Email: enquiries@legalombudsman.org.uk
• Post: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Alternative Dispute Resolution

Alternative complaints handling bodies such as ProMediate are competent to deal with complaints about legal services if you wish use such a scheme and if we also agree to do so.

If you are a client with whom we have made a contract 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. Should you wish to do so that service can be found at http://ec.europa.eu/odr . Our email address for this purpose is polly.sweeney@rislaw.co.uk

What to do if you are unhappy with our behaviour?

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

Want to contact us?

If you would like further information about the services we provide or to contact us about a case, we’re here.

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