Complaints Policy

RM Clayton

Our Commitment to You

We are committed to providing a high-quality legal service. If something goes wrong, we want to know about it so that we can address the issue, put matters right where appropriate, and improve our service.

Making a complaint will not affect how we handle your matter.

We will deal with complaints promptly, fairly, openly and free of charge.

What Is a Complaint?

A complaint is any expression of dissatisfaction about the service we have provided. This may include dissatisfaction about:

  • the service we have provided;

  • the way your matter has been handled;

  • our fees or charges;

  • delay or lack of communication;

  • the way we have treated you; or

  • our conduct.

How to Make a Complaint

If you have a complaint, please contact:

Christopher Clayton
Email: chris@rmclayton.co.uk

When making a complaint, please provide, where possible:

  • your name and contact details;

  • your matter reference, if known;

  • a clear description of your complaint;

  • copies of any relevant correspondence or documents; and

  • what you would like us to do to resolve the complaint.

If you need help making a complaint, please let us know. We will make reasonable adjustments where appropriate.

Our Complaints Process

1.- Acknowledgement

We will acknowledge your complaint within 5 working days of receiving it.

2.- Investigation

Your complaint will be investigated by Christopher Clayton. We will review your file, relevant correspondence and any information you provide. We may contact you for further information if needed.

3.- Response

We aim to provide a written response within 28 days of acknowledging your complaint.

Our response will explain:

  • what we have investigated;

  • our findings;

  • whether we uphold your complaint in whole or in part;

  • any action we propose to take; and

  • your options if you remain dissatisfied.

4.- If We Need More Time

If we need more time to investigate your complaint, we will write to you explaining why and provide an updated timeframe.

If your complaint has not been resolved to your satisfaction within 8 weeks of the date on which you made the complaint, we will write to you confirming your right to complain to the Legal Ombudsman, the applicable time limits, and the Legal Ombudsman’s contact details.

Possible Outcomes

Depending on the circumstances, we may:

  • apologise;

  • provide an explanation;

  • take corrective action;

  • review or reduce fees;

  • take steps to prevent the issue happening again; or

  • confirm that we do not uphold the complaint and explain why.

Legal Ombudsman

If you are not satisfied with our final written response, or if we have not resolved your complaint to your satisfaction within 8 weeks of receiving it, you may be able to refer your complaint to the Legal Ombudsman.

You must usually refer your complaint to the Legal Ombudsman:

  • within 6 months of our final written response to your complaint; and

  • within 1 year of the act or omission complained about, or within 1 year of when you should reasonably have known there was cause for complaint.

The Legal Ombudsman may not accept complaints made outside these time limits.

Legal Ombudsman contact details:

Website: www.legalombudsman.org.uk
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Solicitors Regulation Authority

The Solicitors Regulation Authority deals with concerns about professional conduct and compliance with the SRA Standards and Regulations. This may include, for example, concerns about dishonesty, misuse of client money, serious breaches of professional rules, or discrimination.

The SRA does not usually deal with complaints about poor service. Complaints about poor service should normally be raised with us first and may then be referred to the Legal Ombudsman if they are not resolved.

SRA contact details:

Website: www.sra.org.uk/consumers/problems/report-solicitor
Telephone: 0370 606 2555

 

Accessibility and Reasonable Adjustments

Please let us know if you require assistance in making a complaint or if you need this policy in another format. We will make reasonable adjustments where appropriate.

Publication and Client Information

We will make this complaints policy available to clients and will provide information in writing at the time of engagement about:

  • your right to complain about our service and charges;

  • how and to whom a complaint can be made;

  • your right to complain to the Legal Ombudsman and when you can do so; and

  • how and when concerns may be raised with the SRA.

Review

We review this policy regularly to ensure that it remains accurate and compliant with current SRA and Legal Ombudsman requirements.