ROLAND LAW Complaints Policy

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us improve our standards.

Our Complaints Procedure

If you have a complaint, please contact us with the details.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within seven days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our Complaint Handling Officer, Jeremy Rowland, who will review your matter and speak to the member of staff/fee earner who acted for you. If your complaint is against Jeremy Rowland, Resolve [www.resolveconsultancy.com] will investigate your complaint.
  3. Depending on the nature of the complaint you may invited to a meeting to discuss and hopefully resolve your complaint, if it is considered that such a meeting is in the best interests of both parties, and will facilitate a resolution. If appropriate you will be invited to attend a meeting within 14 days of sending you the acknowledgement letter.
  4. Should a meeting take place, then within seven days of the meeting, we will write to you to confirm what took place and any solutions that have been agreed with you.
  5. If a meeting is not considered appropriate then we will explain why we do not believe a meeting is necessary. In these circumstances we will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange to review the decision. Someone unconnected with the matter at the firm will review.
  7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8. If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must be made within six months of you receiving a final response from us. From 1 February 2013, the time limits for the Legal Ombudsman accepting a complaint have increased to six years from the date of act/omission, and three years from the date the complainant should reasonably have known that there were grounds for complaint. For further information you should contact The Legal Ombudsman on telephone number, 0300 555 0333 or at www.legalombudsman.org.uk  
    If we have to change any of the timescales above, we will let you know and explain why.  You will not incur any fees for any time spent in dealing with your complaint.
  9. Where any complaint relates to our bill then you may also have a right to object to the bill by making a complaint to the Legal Ombudsman or by applying to the Court for an assessment of the bill under the Solicitors Act 1974 however, the Legal Ombudsman may not consider a complaint about our bill if you have applied to the Court for an assessment.

Our complaints procedure for non-clients

  1. We are mindful of our responsibilities under Professional Conduct Rules and (if there are proceedings) duties to the Court as a result.  Your complaint will be investigated against that backdrop.
  2. Please note if you are an opponent of our client our duties of confidentiality (owed to our client) are such that in dealing with your complaint we will have to respect our client’s position.  So this may for example mean documents relevant to the conclusion drawn cannot be shown to you.
  3. Subject to the steps in 1-6 above will apply save that in the normal course of events we would not hold a face to face meeting.
  4. If by step 5 you are not satisfied please let Jeremy Rowland know.
  5. If you are dissatisfied with our conclusion then it is a matter of your choice if you seek (as the case may be) to review the issue in Court proceedings or refer to the Solicitors Regulation Authority.