Complaints Policy

We are committed to providing a quality service to all clients but acknowledge that on some occasions your expectations may not be met and we have a policy in place to deal swiftly and fairly with those occasions where our service does not meet those expectations.

We take complaints very seriously and aim to learn from them and review these to consistently improve the level of service we provide.

How do I complain?

Stage One

In the first instance any complaint should be addressed to the fee earner dealing with the matter or the Director in charge of their department, whose details can be found in your letter of engagement.

Stage Two

If you are not satisfied with the response provided at Stage one or if you feel unable to pursue your complaint via Stage One you should contact the company’s Client Relationship Directors who are Mr Mark Hambling and Mr Peter Hastings by email using the address clientcomplaint@rogers-norton.co.uk.

Your complaint should ideally be provided in writing so we can understand the matters which require investigation and resolution. However, if you are unable to submit your complaint in writing this will not prevent your right to complain or your complaint being investigated. In these circumstances we may require you to consider an account of your complaint in a form of communication that you can understand and confirm that the content is correct before your complaint is investigated.

How your complaint is investigated

(A) Your complaint will be acknowledged within five working days of receiving the written complaint or in the event that the complaint is not initially submitted in writing within five working days of proving the substance of your complaint.

(B) A thorough investigation of your complaint will be conducted as soon as possible. In some instances this may take a few days and in other instances some weeks depending on the complexity of the matters being investigated, the extent of the material and information to be considered in relation to the complaint and the availability of the fee earner who has conduct of your matter. Notwithstanding this we will endeavour to provide a formal response within 28 working days of the acknowledgement of your complaint setting out our findings and where appropriate how we proposed to resolve your complaint.

(C) We may propose a meeting to discuss the substance of your complaint and any resolutions that we propose, as an alternative to providing the written response at paragraph (B) above.

(D) If we are not able to provide a response within the 28 working days referred to in paragraph (B) above we will provide you with the date by which a response to your complaint will be provided

(E) Wherever possible we aim to resolve your complaint to your satisfaction and to do so within an eight week period from the acknowledgement of your complaint.

Legal Ombudsman

If your complaint cannot be resolved in accordance with this policy, providing this company’s complaints procedure has been exhausted the Legal Ombudsman will deal with complaints from members of the public, small businesses, charities, clubs and trusts.

The Legal Ombudsman will consider if this company’s proposals for resolving your complaint are reasonable and if they conclude that they are, they may decline to make any further finding or investigate further.

It is usual that any complaint to the Legal Ombudsman should be made within six months of the conclusion of the complaints process which will conclude at the point this company submits its final response to your complaint in accordance with this policy. Should you wish to pursue the matter via the Legal Ombudsman we would advise you to contact them to obtain more information as regards timescales and limitations for making a complaint.

The Legal Ombudsman’s address is Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.

Telephone 0300 555 0333. They can be contacted via email enquiries@legalombudsman.org.uk.

Their website is www.legalombudsman.org.uk.

Publication of this policy

The company acknowledge that this policy will be published on the company’s website and intranet.

Mark Hambling
19 September 2017