Our Complaints Procedure

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

Initially it would be helpful to raise any issues or concerns with the fee earner dealing with your matter but if your complaint is not resolved then please use our complaints procedure as set out below.

Making a formal complaint

Please contact Claire Holland who is a Director and Designated Complaints Handler in writing at 6 Millgate, Delph, Saddleworth, OL3 5GJ or by email at Claire.holland@redmonds-solcititors.co.uk. We would ask that you set out clearly, providing as much detail as possible, the grounds of your complaint so that we can endeavour to respond fully to your complaint and address all the issues that you have raised.

Once a complaint is received, we will send you a written acknowledgement of your complaint within 7 days explaining the next steps and advising you how long it will take to investigate your complaint. This may vary depending upon the circumstances of your complaint and the complexity of the issues. However, this should not generally be more than 6 weeks after acknowledgment of your complaint.

The person dealing with your complaint will review your file and discuss the concerns raised with the fee earner who acted for you and then send you the result of our investigation in writing within 6 weeks of the date of the acknowledgement letter.
Our response will include any suggestions for resolving the matter. If, at this stage, you are still not satisfied you can write to Claire Holland again to arrange a review of our decision.
We will then write to you within 14 days of receiving your written request for review to let you know whether we will agree to a further review or confirming our final position on your complaint and explaining our reasons.
If a further review is agreed, this will take place within 14 days and a letter sent to you confirming our final position on your complaint sent within that time.
If you are still not satisfied with the handling of your complaint or are dissatisfied with our decision, you may have a right to complain to the Legal Ombudsman, but you must do so within 6 months of our final letter to you.

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
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

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. Please refer to sra.org.uk.