Our Service With You
Robinson Ravani & Co Complaints Procedure
We aim to provide you with a high quality, complaints-free legal service at all times. Sometimes a complaint will be made and when this happens, we believe it is crucial that the complaint is handled responsibly and with courtesy. It is our priority to preserve your goodwill, particularly if things have gone wrong.
Investigating the complaint
We will acknowledge the complaint within seven days. We will conduct a full investigation of the complaint and an independent review of the matter. We aim to respond in full within 30 days. However, if the complaint is of a more complex nature, we will require more time but we will let you know when you will receive a full response. We will reply to you usually in writing to tell you of our views on the complaint and how we propose to resolve it hopefully to your satisfaction. If you remain dissatisfied with the outcome, or the way the complaint has been handled, you have a right of appeal to our Managing Director who will review the complaint in its entirety, We will keep a record of your complaint both so that we can monitor the situation and, if appropriate, learn how our service can be improved in future. If, upon investigation, we believe your complaint is justified, we will endeavour to offer a fair solution. If we do not feel that your complaint is justified, we will let you know why.
if your complaint still remains unresolved, you may have the right to refer your complaint to the Legal Ombudsman. The Legal Ombudsman is an independent organisation which deals with complaints about solicitors and other legal professionals.
Full details of the process are available from the Legal Ombudsman website (www.legalombudsman.org.uk) or can be obtained by calling 0300 555 0333 or emailing enquiries@legalombudsman.org.uk. The postal address is Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ.
The Legal Ombudsman can only consider complaints from a specific type of client. In addition the Legal Ombudsman can only consider complaints made within certain time limits, generally 6 months from the date of our final response letter. Please refer to the Legal Ombudsman website for full details. If your complaint relates to fees you may be entitled to have them reviewed by the court by applying for an assessment of the bill under Part III of the Solicitors Act 1974. If you take advantage of this procedure within a month from the date of our invoice, your right to a detailed assessment is unconditional. If you delay beyond a month the court may impose conditions. Once a year has elapsed since the date of the bill you will lose the right to a detailed assessment unless there are special circumstances.
Alternatively, if you consider that we have breached a regulatory obligation, you may refer the matter directly to the SRA here: https://www.sra.org.uk/consumers/problems/report-solicitor/. The postal address is Solicitors Regulation Authority The Cube 199 Wharfside Street Birmingham B1 1RN. You may also telephone them on 0370 606 2555 or email them at report@sra.org.uk.
Contact Us
We can help. Whether you have questions or would like to instruct a solicitor please feel free to speak in confidence to one of our team.
Call Us on: 0208 548 9402
Lines Open, Mon – Fri 9.30am to 5.30pm
Calls may be recorded for quality and training purposes.
Leave Us a Message.
Whether you have any questions or would like to instruct a solicitor, please feel free to speak to us in confidence. This will allow us to understand what you need and work out the best way to approach your situation.
You can contact us via telephone and can also request a call back by filling in the form.
Alternatively, feel free to explore our website further.
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What Our Clients Say
“I would Highley recommend Mr Gurdip Gill and all his staff. I have used them many times now and would never go anywhere else. A massive thanks to Esra who works closely with Mr Gill as she worked double hard to get our property over the line. What a great team they have.”
— G Davis
