Redmans are committed to providing a high standard of service to our clients, however, we understand that you may feel that we may not always get it right. If you have a complaint about the service you have received or your bill please contact us. We will respond to any concerns you may have and we will do everything we can to sort out your complaint quickly and efficiently.
You can raise your complaint by letter or email using the following details:
- Letter: Complaints Manager, Redmans, Parkshot House, 5 Kew Road, Richmond, TW9 2PR
- Email: firstname.lastname@example.org
Please mark your letter or email ‘Complaint’.
Alternatively, you may raise your complaint with the fee earner who has been dealing with your case.
Please note that you should make your complaint to us within 6 months of the last correspondence you receive from us or 1 year of the act or omission about which you are complaining occurring
If you have any special needs to enable you to bring your complaint to us please let us know and we will do our best to accommodate them.
To help us make sure we have understood your complaint, and not missed anything, please tell us:
- your full name, contact details and any reference number you may have for your case;
- what you think we have done wrong; and
- what you think we should do to put things right.
How we will deal with your complaint
We have up to eight weeks to consider your complaint but will endeavour to deal with it as quickly as possible. If we have not resolved it within this time you may complain to the Legal Ombudsman.
We will send you a letter acknowledging receipt of your complaint within 5 working days of receiving the complaint.
The Practice Manager will investigate your complaint and provide a substantive response within 4 weeks of the date of receiving your complaint.
We may be able to deal with the matter in a phone call, or we may need to carry out a detailed review of your case. In all cases we will write to you to tell you the outcome of your complaint and to give you the opportunity to have your complaint reviewed if you are not satisfied with the outcome.
If you are not satisfied with our response you should contact us again and we will arrange for the file to be reviewed by the Complaints Manager. When contacting us please explain why you continue to be dissatisfied.
Your complaint will be acknowledged within 5 working days of receiving the complaint and we will provide a substantive response within 20 working days from receiving your letter.
If your complaint is particularly complex and we have to change any of the timescales above, we will let you know and explain why and provide you with an updated timescale.
If, at the end of the above process, you continue to be dissatisfied with our response, you can contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ or via telephone on 0300 555 0333. The Ombudsman’s web address is www.legalombudsman.org.uk/.
Normally, you will need to bring a complaint to the Legal Ombudsman within 6 months of receiving a final written response from us about your complaint or within 1 year of the act or omission about which you are complaining occurring (or you becoming aware of it).
Our regulatory body
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.