Complaints Procedure

1.       Standards of Service

RSL LAW aims to provide all its clients with the highest standards of service and client care. If we fail to provide this to you, we need you to inform us so we can try to resolve any problems. We will also learn from them so that we can improve our service.

 

2.       How to make a complaint

RSL LAW will always try to provide you with an opportunity to tell us of your concerns and will work with you to try to resolve them.

  • If you are not satisfied with any aspect of our service you may initially want to discuss this with the RSL LAW Compliance Officer for Legal Practice (COLP), to see if the matter can be resolved quickly.
  • If you have spoken to the COLP or if you do not wish to discuss your concerns with them, you may wish to make a formal complaint. You can make your complaint either verbally or in writing (by letter or e-mail) to the Compliance Officer for Finance and Administration (COFA).

The COFA can be contacted at:

RSL LAW

33 St James’s Square

London

SW1Y 4JS

Telephone       0207 060 5333

e-mail:             info@RSL LAW.co.uk (marked for the COFA)

 

The COFA is responsible for handling complaints in relation to the services provided by RSL LAW.

 

3.       What Happens Next

  • The COFA will acknowledge your complaint within 5 working days of receiving it.
  • They will investigate and provide you with a response to your complaint within 20 working days of our receipt of your complaint. If we have to change the time-scale for any reason, we will let you know and explain why.
  • RSL LAW will keep details of your complaint in a central register. We will also create a separate file or section in your client file in order to record details of the complaint, our investigation and RSL LAW’s response to your complaint.

 

4.       Investigation

The COFA  will investigate your complaint in the following way:

  • They will ask the RSL LAW staff member working on your matter to provide their response to your complaint;
  • They will then consider that response, the information provided in the complaint and any other relevant material (such as the contents of your client file); they may also ask you to clarify some aspects of your complaint if they are not clear or need amplification;
  • They will then prepare the written response, which will be sent to you. This response will set out the findings of the complaint investigation as well as any suggestions for resolving the matter.

 

5.       Other Action Open to You

  • If you consider taking legal action against RSL LAW, we confirm we have Professional Indemnity Insurance to meet any relevant claims.
  • Please note that if you are not satisfied with our response to your complaint or if you do not wish to complain direct to RSL LAW, you may at any time complain directly to one of the following bodies:
  • In the case of poor legal service, to the Legal Ombudsman.

You can contact the Legal Ombudsman by:

  • telephone: 0300 555 0333; Monday to Friday 9am to 4pm;
  • email: enquiries@legalombudsman.org.uk;
  • writing to PO Box 6167, Slough, SL1 0EH (from 22 January 2024)

An explanation of how the Ombudsman works is on their web site at:

https://www.legalombudsman.org.uk/how-we-work/

  • In the case of a perceived breach of its Principles, to the

Solicitors Regulating Authority (SRA)

An explanation of the SRA Principles and details of how to make a complaint can be found on the SRA web site at: http://www.sra.org.uk/consumers/problems.page