Rosenberg & Co
Taking the mystery out of moving
Rosenberg_Slideshow2019_04.jpg

Complaints Procedure

We are committed to providing high quality legal advice and client care and 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. In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.

Our complaints procedure

If you feel that your concerns have not been dealt with satisfactorily and you would like to make a formal complaint, you may do so by contacting Stuart Rosenberg (the principal of this firm) either by telephone (020 7431 8832), by post (Rosenberg & Co Solicitors, 673 Finchley Road, London NW2 2JP) or by email stuart@rosenberg-and-co.com

We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within two working days of our receiving the complaint, enclosing a copy of this procedure. We may, if necessary, ask you to clarify some details.

  2. Mr Rosenberg will then investigate your complaint who will review your matter file and speak to the person who acted for you.

  3. Mr Rosenberg will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.

  4. Within three days of the meeting, he will write to you to confirm what took place and any solutions he has agreed with you.

  5. If you do not want a meeting or it is not possible, Mr Rosenberg will send you a detailed written reply to your complaint, including his 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 to explain why you remain unhappy with our response and we will review your comments. 

  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.

If we have to change any of the timescales above, we will let you know and explain why.

You also have the right to challenge or complain about our bill and can apply to the Court for an assessment under Part III of the Solicitors Act 1974 for which strict time limits apply. 

Please note however that the Legal Ombudsman may not be able to deal with a complaint about our bill if you have applied to the court for an assessment. Please also note that if all or part of the bill remains unpaid, we may be entitled to charge interest.

What do to if we cannot resolve your complaint

The Legal Ombudsman will accept complaints from individuals and small businesses, charities, clubs, societies, associations, and trusts.

They 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 ordinarily* you must take your complaint to the Legal Ombudsman within six months of receiving a final response to your complaint and 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.

* the Legal Ombudsman has the discretion to accept complaints outside these time limits in exceptional circumstances.

If you would like more information about the Legal Ombudsman, their contact details are:

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

Telephone from overseas: +44 121 245 3050.

Email:enquiries@legalombudsman.org.uk

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

Website:www.legalombudsman.org.uk

When to take a complaint to the Solicitors Regulation Authority

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

You can raise your concerns with the Solicitors Regulation Authority.

September 2018