Complaint Policy

At RSW Law 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. We are committed to putting things right when they go wrong and this policy explains how we deal with any complaint.  

If you have a complaint about our service or a bill we have sent to you or both please contact us with the details. The relevant partners are Andrew Robins (for all matters not under the supervision of Andrew Robins) and Tanya Seevaratnam (for all matters under the supervision of Andrew Robins). The relevant partner shall investigate the complaint in accordance with this policy. The contact details of the relevant partners are as follows:

Upon receipt of your complaint the relevant partner shall endeavour to acknowledge the complain in writing within three working days and send you a copy of the complaints procedure. The relevant partner shall then investigate the issues, may invite you to a meeting to discuss and hopefully resolve your complaint and send you a written reply to your complaint within 5 weeks of acknowledging your complaint. If you are not satisfied with the outcome you should contact us again and we will attempt to arrange for somebody unconnected with the matter to review the decision. This will be done within 2 weeks of receiving your request for a review and set out our final position.

If any of the above timescales change we shall let you know and provide an explanation.

If you are still not satisfied with the outcome you can contact the Legal Ombudsman at:

PO Box 6806

Wolverhampton

WV1 9WJ

Tel: 0300 555 0333

Email: enquiries@legalombudsman.org.uk