Complaints Procedure

Effective Date: 3rd December, 2024

At Rex Charles Solicitors, we are committed to providing high-quality legal services and client care. However, we understand that occasionally issues may arise. If you are dissatisfied with our services, we want to hear from you so that we can resolve the matter promptly and improve our services. This page outlines our complaints procedure to guide you through the process.

1. How to Raise a Complaint

If you have a complaint, we encourage you to contact us as soon as possible. Complaints can be made in writing, by email, or verbally. Please include as much detail as possible, including:

  • Your name and contact details.
  • A clear description of your concerns.
  • Any relevant documentation or correspondence related to the matter.

Contact Details for Complaints:

2. Acknowledging Your Complaint

2.1. Initial Acknowledgement

Upon receiving your complaint, we will acknowledge it within three working days. This acknowledgement will confirm that we are investigating the matter and provide you with the name of the person handling your complaint.

2.2. Assigning a Complaints Handler

Your complaint will be reviewed by a senior member of our team who has not been directly involved in the matter, ensuring an impartial and thorough investigation.

3. Investigating Your Complaint

3.1. Review Process

We will conduct a detailed review of your complaint, including:

  • Examining the file and any relevant documents.
  • Speaking to the solicitor(s) involved in your case.
  • Considering all the facts and circumstances surrounding the issue.

3.2. Timelines

We aim to resolve complaints within 28 working days from the date of receipt. If we require additional time due to the complexity of the matter, we will inform you in writing and provide an updated timeline.

4. Response to Your Complaint

4.1. Final Response

Once our investigation is complete, we will provide you with a written response. This will include:

  • A summary of your complaint.
  • The results of our investigation.
  • An explanation of any actions we have taken or will take to resolve the matter.
  • Details of any further steps you may take if you remain dissatisfied.

4.2. Remedies

If we find that our service fell below the expected standards, we will take appropriate action to resolve the issue. This may include:

  • Offering an apology.
  • Providing a full explanation.
  • Rectifying the issue.
  • Considering financial remedies, where applicable.

5. Escalating Your Complaint

5.1. Legal Ombudsman

If you are dissatisfied with our final response or if we fail to resolve your complaint within eight weeks, you may refer your complaint to the Legal Ombudsman.

The Legal Ombudsman can investigate complaints about poor service provided by solicitors.

Contact Details for the Legal Ombudsman:

Time Limits:
You must refer your complaint to the Legal Ombudsman:

  • Within six months of receiving our final response.
  • No more than six years from the date of the act/omission, or within three years of when you should reasonably have become aware of the issue.

5.2. Solicitors Regulation Authority (SRA)

If your complaint concerns professional misconduct, you may contact the Solicitors Regulation Authority (SRA).

Contact Details for the SRA:

6. Confidentiality and Record Keeping

All complaints are treated with strict confidentiality. We will retain a record of your complaint for a minimum of six years, in compliance with regulatory requirements. These records are used to monitor and improve our services.

7. Continuous Improvement

We view complaints as an opportunity to learn and enhance our service. Your feedback is invaluable in helping us maintain and improve the quality of our client care.

8. Contact Us

If you have any questions about this procedure or wish to raise a concern, please contact us directly using the details provided on our Contact Page.

Thank you for choosing Rex Charles Solicitors. We value your trust and are committed to addressing your concerns promptly and fairly.

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