Complaints

We are committed to providing a high quality legal service to our clients. 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.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If for any reason you are not satisfied with the service which you receive and remain unhappy after discussing it with the lawyers dealing with your case, you can raise the matter with Emma Patel, who is the Complaints Handler of Rosewood Solicitors.

The Solicitors Regulation Authority can help you 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.

You can raise your concerns with the Solicitors Regulation Authority.

Our complaints handling procedure

  • Lodge a complaint by emailing the details to emma.patel@rosewood-solicitors.com
  • We will acknowledge your complaint within 2 working days of us receiving the complaint
  • We will investigate your complaint.  There will be no costs involved for investigating your complaint
  • We will provide a proposed solution within 10 business days of receiving your complaint.  If we expect that it will take longer than 10 days to offer a solution, we will advise you of the expected timescale, within 10 business days of receiving your complaint.  We may suggest a meeting if we believe it will be helpful in resolving your complaint.
  • If you are not satisfied with the outcome of your complaint you may be able complain to the Legal Ombudsman or Solicitors Regulation Authority.

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
  • 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 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ