Real Employment Law Advice Client Complaints Procedure

Our aim

Real Employment Law Advice Limited is committed to high quality legal advice and client care. In the event that you are unhappy about any aspect of the service you have received or about the bill, please contact us at the earliest opportunity to try to resolve. 

We will deal promptly, fairly and effectively with any complaint received about any aspect of our service. We take complaints very seriously and want to listen and improve by learning from what may have gone wrong and what you tell us.

Any concerns raised about our service or the advice given are dealt with immediately by phone or email. If a satisfactory resolution cannot be found, we regard your concern as a complaint and immediately supply you with and follow this procedure.

 

How to complain

 

If you have a complaint, please give the details (by letter, email or telephone) to Alison Colley. 

All complaints received by REAL Employment Law Advice are recorded and acted upon without delay. 

We aim to resolve matters as quickly as possible for all parties involved, however we have up to 8 weeks to conclude matters. 

 

What will happen next?

 

  1.  Your complaint will be passed to our Business Development Manager, Tony Wicks, who will send you a letter acknowledging receipt of your complaint (within three days of your requesting an investigation of your complaint) and enclosing a copy of this procedure.

 

  1.  Tony Wicks will investigate your complaint and where appropriate, invite you to a meeting (in person or by telephone) to discuss and hopefully resolve your complaint.  He will do this within 14 days of sending you the acknowledgement letter.

 

  1.  Within three days of the meeting, Tony Wicks will write to you to confirm what took place and any solutions he has agreed with you.

 

  1.  If you do not want a meeting or it is not possible, Tony Wicks will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of REAL Employment Law Advice sending you the acknowledgement letter.

 

  1. The whole procedure will take less than 8 weeks.

 

  1.  If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ; 0300 555 0333; or enquiries@legalombudsman.org.ukto consider the complaint. 

 

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).

You may also have the right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974. 

Please note that if all or part of a bill remains unpaid I may be entitled to charge interest on all or part of the bill. If a bill remains unpaid I can exercise a lien over your documents whilst the bill remains unpaid. 

The Legal Ombudsman may not deal with a complaint about a bill if you have applied to the court for assessment of that bill.