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Right Legal Group
Complaints Procedure

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem. We are committed to providing a high-quality service to our clients and this includes a commitment to putting things right if they go wrong. This policy explains how we will deal with any complaint that is referred to us. Your complaint might concern the way in which you have been dealt with, the quality of advice you have received or any invoice that you have received.

Please note, making a complaint will not affect how we handle your case.

Our Procedure

If you have the need to express your dissatisfaction at the service you have received then please contact us immediately. It is preferable that you do put your concerns into writing, but if you would prefer not to, or if you would find it difficult to do so, you can contact us by phone at (01332) 424511.

In the first instance we will endeavor to resolve your concerns without the need for you to follow the formal complaints procedure.

We have included our target times for each stage of the process below. Where, for any reason, if it is not possible to observe any of these limits we will let you know and explain why.

If you wish to make a complaint specifically about how your personal data has been used in relation to Data Protection legislation please contact Philip Jones directly on Philip.jones@rightlegalgroup.com or click here to send us a message.

What will happen next?

1. On receipt of your complaint we will contact you via phone or a letter or email acknowledging your complaint and may invite you to a meeting to discuss your concerns. We will open a file for your complaint and examine the file that we have on the work that we have been doing for you. We would look to acknowledge your complaint within five working days of receiving it and will complete our initial investigation within ten working days.

2. We may then invite you to a meeting or we will write to you to ask for further information. Alternatively we may write to you setting out our views on the situation and suggesting any redress that we would feel to be appropriate. We will then write to you with our views and any suggestions within seven days of completing our investigations.

3. Where we feel that we have failed in our standards we could offer an apology, a reduction of any bill or a repayment in relation to any payment received.

4. If, by this stage, you are still not satisfied, please let us know. It would be helpful to us if you could do so within the next 21 days but there is no obligation on you to do so.  We will then arrange to review our decision.  We would generally aim to do this within seven days of hearing from you.  We will usually do this by involving an appropriate line manager or Director to see if they agree our response.

5. We will let you know the result of the review within two working days of the end of the review and will do so by writing to you to confirm our final position on your complaint and explaining our reasons.

What to do if we cannot resolve your complaint?

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint


  • No more than six years from the date of act/omission; or

  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

You also have the option to report to The Solicitors Regulation Authority. They can help you if you are concerned about our behaviour. This could be for areas such as dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. For more information about how you can report the Solicitors Regulation Authority, please see below their Contact Centre information:

The Cube
199 Wharfside Street
B1 1RN

0370 606 2555


Alternative complaints bodies such as ProMediate (www.promediate.co.uk) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We may not agree to use ProMediate in this matter.

Speak to our friendly team today who will help you resolve your problem.

Let's resolve your problem

How can we help you?

Email Us


Call us

01332 424 511

Our Derby Office

Right Legal Group
16 Stanier Way, Wyvern Business Park, Derby, DE21 6BF

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