Complaints Procedure

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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.

Right Legal Group
Complaints Procedure

We aim to provide high quality, professional legal services at all times.

If at any point you feel the service you are receiving is not satisfactory, for example, you have been subject to:

  • mistakes or lack of care
  • unreasonable delay
  • lack of communication
  • unprofessional behaviour
  • discrimination

Then please follow our Expression of Dissatisfaction process below.

To Raise an Expression of Dissatisfaction

In the first instance, we encourage you to lodge an Expression of Dissatisfaction with your Case Handler via letter, email or telephone.

Your Case Handler will contact you within 5 working days to acknowledge your Expression of Dissatisfaction, to offer an explanation and propose a resolution.

If the issue raised is not resolved to your satisfaction, please follow our Formal Complaint process below.

To Raise a Formal Complaint

If you have followed our Expression of Dissatisfaction process and the issue raised has not been resolved to your satisfaction, please contact us immediately via letter, email or telephone.

To contact us by letter:

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

To contact us by email: 

complaints@rightlegalgroup.com

To contact us by telephone:

 Call 01332 424511 (please ask to be put through to Complaints)

To enable us to effectively handle your Formal Complaint, please include the following information:

  1. Your name
  2. Your preferred contact details
  3. The name of your case handler
  4. Type of issue, for example:
    • mistakes or lack of care
    • unreasonable delay
    • lack of communication
    • unprofessional behaviour
    • discrimination
  5. Details of the issue(s) you have experienced

The Formal Complaint Process

Upon receipt of your Formal Complaint, we will:

  1. Acknowledge receipt in writing within 5 working days.
  2. Contact you (if required) for further information
  3. Conduct an independent and thorough investigation of the issues raised
  4. We will write to you with our formal complaint response within 10 working days

If the issue raised is still not resolved to your satisfaction, please follow the Formal Complaint Appeal process below.

The Formal Complaint Appeal Process

  1. Please reply to our formal complaint response providing any further supporting evidence
  2. We will conduct a further investigation of the supporting evidence
  3. We will write to you with our final complaint response within 10 working days

What to do if we cannot resolve your complaint?

If, after following our complaints process, you feel that the issue raised has not been resolved to your satisfaction, we recommend contacting the Legal Ombudsman.

The Legal Ombudsman will review your complaint independently.

​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, and your complaint has not been resolved within 8 weeks, then you must take your complaint to the Legal Ombudsman within six months of receiving a final response to your complaint.

Legal Ombudsman Contact Details

Website: www.legalombudsman.org.uk

Email: enquiries@legalombudsman.org.uk

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

​Address: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

​You also have the option to report the issue to the SRA (Solicitors Regulation Authority). The SRA can investigate issues such as dishonesty, taking or losing your money, or discriminating on the grounds of age, race, disability or other characteristic.

Solicitors Regulation Authority Contact Details:

​SRA
The Cube
199 Wharfside Street
Birmingham
B1 1RN

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