Our Complaints Policy – Updated April 2023
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 to improve our standards. We are sorry that you have to take this step in making a complaint. We are committed in dealing with your complaint and to reach a satisfactory conclusion.
Our Complaints Procedure
In most circumstances, your issue can be resolved by directly contacting your case worker. If this hasn’t worked, then you are entitled to make a complaint. If you wish to make a complaint, the following steps are to be followed:
- We ask that you initially put your complaint in writing. We will not deal with complaints over the telephone, or any social media platform. Your written complaint should be addressed to our complaints manager in the following format:
PRIVATE AND CONFIDENTIAL
Rosewood Law Solicitors
Suite 9 Kings Court
33 King Street
- You can also email your letter to Sarfraz@rosewoodlaw.co.uk.
- The person responsible for overall complaints handling is Sarfraz Suleman, the complaints manager for the Firm. However, if Sarfraz Suleman is able to delegate this role to another member of staff who will have equal position in this firm or an independent complaints handler.
- We ask that you do not send us more than one email in regard to your complaint, as we investigate these in chronological order of receipt, therefore your complaint may take longer to be actioned should you send more than one message.
What Will Happen Next
- We will send you a letter acknowledging your complaint and asking you to confirm the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within seven working days of us receiving your complaint.
- We will record your complaint in our central register and, if necessary, open a separate file for your complaint.
- We will then investigate your complaint. This will normally involve passing your complaint to our Client Care partner/member, Sarfraz Suleman, or delegated to an independent complaints handler who will review your matter file and speak to the member of staff who acted for you.
- Sarfraz Suleman will send you a detailed reply to your complaint, including his suggestions for resolving the matter. He will do this within 42 days of sending you the acknowledgement letter.
- If you are still not satisfied, you can contact the Legal Ombudsman at PO Box 6167, Slough, SL1 0EH about your complaint.
- A complaint to the Legal Ombudsman must be made: Within 6 months of receiving our final response to your complaint and no more that one year from the date of the act or omission being complained about; or no more than one year from the date when you should reasonably have known that there was cause for complaint. For further information, you should contact the Legal Ombudsman on 0300 555 0333 or email them at firstname.lastname@example.org.
- Alternative complaints bodies such as ProMediate (http://www.promediate.co.uk/) exist, which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. Rosewood Law does not agree to use ProMediate as we prefer the Legal Ombudsman’s clear adjudication process.
- We have 8 weeks from the date we receive your complaint to fully investigate and provide our final response to you.
- If we have to change any of the timescales above, we will let you know and explain why.
- You will not be charged for our time spent dealing with a complaint internally.
- If you are dissatisfied with our bill, you have the right to apply to the High Court for an assessment of our charges by an Officer of the Court under ss. 70, 71 and 72 of the Solicitors Act 1974. We hope that before making such an application you would first use our complaints procedure explained above.
- If you have any concerns about any misconduct or breach of the SRA Code of Conduct by our firm such as taking or losing your money, dishonesty or discrimination, you can also report the matter to our regulatory body, the Solicitors Regulation Authority. Their details are:
The Solicitors Regulation Authority
0370 606 2555
We recognise that virtually all the activities in the legal sector have some impact on the environment. As a leading law firm, we want to be admired as a responsible business, judged by our performance as a business and our environmental performance. We have identified significant impacts and opportunities which we can control or influence in the pursuit of protecting the environment. These include our contribution to climate change through energy use and business travel, our use of resources, specifically paper, and our generation and disposal of waste.
We are committed to minimising the potentially harmful effects and maximising the benefits through a programme of continual improvement to enhance our environmental performance.
To achieve this, we will:
- comply with all applicable environmental law and regulation and with other requirements that may apply to our activities, by developing registers of legislation and good practice. The registers will be periodically reviewed to ensure that we comply with our obligations;
- measure, manage and monitor our environmental impacts, set environmental objectives and targets for continual improvement, and review and report on our performance annually, both internally and externally;
- take all reasonable steps to reduce our negative impacts through effective management, ensuring that we protect the environment, including preventing and reducing pollution and reducing, reusing, recycling and recovering our waste;
- reduce our greenhouse gas emissions through improvements in the energy efficiency of our premises;
- incorporate low carbon technologies and reduce the negative impacts caused by both our operations and business travel;
- research opportunities and implement proposals for investing in a low carbon future;
- integrate sustainable procurement and sourcing into the relevant business functions and use our buying power to select products and services from suppliers with appropriate environmental credentials; and
- raise awareness about environmental issues and this policy through effective communication channels such as the intranet, our environmental champions, staff training and new staff induction.
This policy applies to the whole of Rosewood Law Limited and covers those environmental aspects which we can control or influence. It will be reviewed annually, or more frequently in light of significant or organisational changes.
It will be made available to all our staff, contractors and key stakeholders through our website and is available upon request.
Sarfraz Suleman Salim Issa
Sarfraz Suleman Salim Issa
Next review: October 2020