Complaints

Complaints Procedure

1. You can contact us at complaints@reclaw.co.uk or in writing to: recLAW LLP, Unit 7, Hove Business Centre, Fonthill Road, Hove, BN3 6HA.1. You can contact us at complaints@reclaw.co.uk or in writing to: recLAW LLP, Unit 7, Hove Business Centre, Fonthill Road, Hove, BN3 6HA.

2. Any complaint received from a client is treated very seriously. All details are recorded or studied if in a letter/email. The person responsible for your file will then notify the partner in charge of complaints. A complaint will be acknowledged within two working days of us receiving it.  You will then be sent a copy of this procedure.

3. The person involved in dealing with your matter will study the complaint in detail, referring back to your file etc. They will then telephone you to try to resolve the complaint over the phone and propose some course of action to remedy the situation and also to try and avoid it happening again. If you are satisfied a report is then passed to the complaints partner to consider further preventative action.

4. If you are not satisfied with the course of action proposed by the person dealing with your matter, then the complaint will be passed to the complaints partner for further investigation.

5. The complaints partner will, based on the information that he has gained from the file, and discussions with the person dealing with your matter, contact you either by telephone or letter or email. He will try to resolve the problem and if appropriate come to an agreement with you on the course of action to be taken.

6. corrective and preventative action may need to be taken to resolve the current complaint and to prevent it happening again. Written confirmation will be given to you of the final response.

7. All complaints, together with associated documentation, will be filed in a complaints file and kept by the complaints partner.

8. If you remain dissatisfied after exhausting the internal procedure, you may have a right to complain to the Legal Ombudsman, an independent complaints body, established under the Legal Services Act 2007, that deals with legal services complaints.

9. You have six months from the date of our letter advising you that we have been unable to settle your complaint using our internal complaints process in which to complain to the Legal Ombudsman, whose contact details are: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.

Tel: 0300 555 0333.

Email: enquiries@legalombudsman.org.uk

Site: www.legalombudsman.org.uk