Our Complaints Procedure

We are committed to providing a high-quality legal service to our clients. When something goes wrong, we need you to tell us about it. This will help us to sort out any mistakes or misunderstandings, and to improve our standards. If you have a complaint, please raise the problem with the lawyer responsible for your matter, or if you prefer, our complaints partner, Mr. J.N. Richards. What will happen next?

1. We will acknowledge receipt of your complaint in writing within three days of receiving it.

2. We will then investigate your complaint. This will normally involve our complaints partner reviewing your file and speaking to the member of staff who acted for you.

3. Within 14 days of sending you the acknowledgement letter our complaints partner will invite you to a meeting to discuss and resolve your complaint. If you do not want a meeting or it is not possible, our complaints partner may instead offer you a chance to discuss the matter by telephone.

4. Within three days of the meeting, or any telephone conversation we have with you instead of a meeting, our complaints partner will write to you to confirm what took place and any solutions we have agreed with you.

5. In any case [s/he] will send you a detailed written reply to your complaint, including [his/her] suggestions for resolving the matter, within 21 days of sending you the written acknowledgement of your complaint referred to in paragraph 1 above.

6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner to review the decision.

7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

8. If you are still not satisfied, you can contact the Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within twelve months of the date of our final written response on your complaint and within six years of the act or omission complained of or three years from when you should have known about the complaint. For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk. Note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits. Further details are available from the Legal Ombudsman.

9. If we have to change any of these timescales we will let you know and explain why.

10. Because you are a consumer rather than a business and we have exhausted our internal complaint handling procedure we are required by law to notify you of two options which would assist you if you were still not satisfied being:

Contacting the Legal Ombudsman (contact details above).

Providing you with details of a body which would be competent to deal with your complaint using what is known as an Alternative Dispute Resolution and advising you in the circumstances of your case whether we would be prepared to submit your complaint to such an Alternative Dispute Resolution procedure operated by Providers such as Ombudsman Services, Pro Mediate or Small Claims Mediation.

    Lexcel Accreditation Law Society Accreditation Solicitors and Legal Executives of Rowland Tildesley & Harris qualified only to advise on English Law and in the jurisdiction of England and Wales.

Rowland Tildesley & Harris is a partnership Authorised and Regulated by the Solicitors Regulation Authority under number 56607.   Solicitors Code of Conduct

   If for any reason you need to complain about us or our services find details here Our complaint Procedure