Russell & Russell - Solicitors since 1887

Complaints Procedure

Russell and Russell complaints policy

We are committed to providing a high quality legal service to all our clients. When something goes wrong please tell us about it as soon as possible so that we can try to put it right. It will also help us continually improve our service delivery standards.

Our complaints procedure

If you have a complaint, please email or write to us with the details. You will have been given the name of the member of our staff who is dealing with your matter and the name of the relevant Supervisor. Any complaint should be addressed initially to the named Supervisor.

What will happen next?

1. We will send you a letter or email acknowledging your complaint. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our correspondence within three days of us receiving your complaint.

2. We will then start to investigate your complaint. This will normally involve the following steps:

a. The Supervisor will investigate your complaint and reply to you. We aim to let you have such a reply within 7 working days.

b. If you are not satisfied with the Supervisor’s response, please let us know as soon as possible. The matter will then be referred to our Complaints Handling Partner, Mr V.M. Pearl who has overall responsibility for complaints.

c. He will then examine the complaint and the reply together with the information in your file, and if necessary, he may also speak to the fee earner concerned and the Supervisor. This will take up to 10 working days from receiving the file.

3. He will record your complaint in our central register.

4. He will then either write or email you to respond to the complaint or invite you to a meeting to discuss and hopefully resolve your complaint.

5. If a meeting takes place we will write to you to confirm what took place and any solutions which have been agreed with you.

6. At this stage if you are still not satisfied, please contact us again and we will then arrange to review our decision.

7. We will let you know the result of the review within five days of the end of the review. At this time we will write to you confirming our final position on your complaint and our reasons.

8. If you are a member of the public, very small business, charity, club or Trust you will have the right to complain to the Legal Ombudsman at the conclusion of our complaint process. The legal Ombudsman gives a maximum of eight weeks for us to resolve your complaint. Once the eight week period has passed the Legal Ombudsman will normally accept the complaint for investigation even if it has not been fully dealt with by us. You can contact the Legal Ombudsman on 0300 555 0333 or by e-mail at enquiries@legalombudsman.org.uk or by writing to Legal Ombudsman, P.O. Box 6806, Wolverhampton WV1 9WJ. If you want to know more about the Legal Ombudsman their website is www.legalombudsman.org.uk.