Complaints Procedure

Our complaints policy and procedure

Right Legal Group are committed to providing high-quality legal services to all our clients. When something goes wrong, please do not hesitate to raise this with us, as we will work to resolve the matter as soon as possible, and your feedback will help us to improve our standards.

Making a complaint

If there is an aspect of our service that you are unhappy with, please contact our complaints team via email on complaints@rightlegalgroup.com providing as much detail as possible. If you wish to send your complaint by post, our address is:

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

In most cases, your complaint will initially be reviewed by the person responsible for your matter, unless this is not deemed to be inappropriate. If your concern is not resolved to your satisfaction within four weeks, it will be escalated to a dedicated Complaints Handler. Legal Ombudsman guidelines stated that we must resolve your initial complaint within eight weeks.

What will happen next?

We will handle your complaint, promptly and fairly. You can expect to receive a written acknowledgment to your complaint within 48 hours of us receiving it. The handling of your complaint will be overseen by our Head of Client Support and investigated by our Complaints Handler.
Each complaint will be investigated on its own merits and in a way that is fair and appropriate. We will seek to communicate with you to ensure we have fully understood the nature of the problem and what you are seeking to put it right. We will review the relevant evidence and, where appropriate, speak with any persons involved in the complaint and examine the relevant files and information.
Once we have concluded our investigation, we will write to you with our full and final written response. If we decide our service was reasonable and we are unable to uphold your complaint, we will explain why. We will also clearly explain what aspects of your complaint, if any, have been upheld and why.
Where we uphold any element of your complaint, we will also explain how we propose to resolve the matter. We can offer an apology, a reduction of a bill, an offer a payment of compensation, and/or agree additional steps that we will take to put things right. We will explain clearly how you can accept any offer made and will ensure that upon acceptance, we arrange for any remedy to be completed as quickly as possible to resolve the matter for you.
As stated above, we have eight weeks to investigate your complaint and prepare your response. If for any reason we are unable to resolve the issues between us within that timeframe, we will write to you to advise you of the new timescale, and the reason(s) for the extension.
The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you. The Legal Ombudsman’s contact details are:

Telephone: 0300 555 0333
Minicom: 0300 555 1777
Website: www.legalombudsman.org.uk
Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

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:

Website: www.legalombudsman.org.uk

Email: contactcentre@sra.org.uk

Telephone: 0370 606 2555

Address: SRA, The Cube, 199 Wharfside Street, Birmingham, B1 1RN

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