Phone
+44 (020) 8676 3449

Email
info@rsosolicitors.com

Address
252 Kirkdale Road
London SE26 4NL
United Kingdom

COMPLAINTS PROCEDURE

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 and service.

We are required under Rule 2.1 of the Solicitor Regulation Authority ("SRA") to publish the following in relation to our complaints procedure:

Complaints handling procedure

We are confident of providing a high quality service in all respects but if you have a complaint, contact us with the details. In the first instance please raise them with your caseworker. If you are still not satisfied then please contact Mrs Helen Odele, our firm’s complaints manager. You may then request for a copy of our detailed complaints procedure or Mrs Odele will send one to you automatically.

1. We aim to resolve your complaint within eight weeks of your notification. We will send you a letter acknowledging receipt of your complaint within three working 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 client care Manager / Principal, Helen Odele, who will review your file on the matter and speak to the member of staff who acted for you to respond to you within 21 days.

3. If you are still not satisfied with your caseworker’s handling of the issues, Helen Odele will then invite you to a meeting to discuss any outstanding issues and hopefully resolve your complaint. She will do this within 14 days of you notifying us that you are not satisfied with your caseworker’s response and identifying to us in writing the specific issues upon which you remain dissatisfied, why you are not satisfied and how you consider we should resolve it.

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

5. If you do not want a meeting or it is not possible, Helen Odele will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 14 days of receiving your letter of dissatisfaction mentioned at number 3 above.

6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another Partner or someone unconnected with the matter at the firm to review the decision.

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 (LeO) at PO Box 6806, Wolverhampton WV1 9WJ about your complaint. You can also e-mail the Legal Ombudsman (LeO) at This email address is being protected from spambots. You need JavaScript enabled to view it. or telephone them on 0300 555 0333 or +44 121 245 3050 if calling from overseas. For further information, please access the Legal Ombudsman (LeO)’s website: www.legalombudsman.org.uk.

9. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring or if outside of this period, within three years of when you should reasonably have been aware of it.

10. Referral to the SRA. If you have any concerns that we have not adhered to the SRA (Solicitors Regulation Authority) Rules and Regulations, then you can report your concerns to the SRA: The Cube. 199 Wharfside Street, Birmingham, B1 1RN Telephone: 0370 606 2555 inside the UK or +44 (0)121 329 6800 from overseas. Email: This email address is being protected from spambots. You need JavaScript enabled to view it.. Find out more about the SRA Rules and Regulations and how to report your concerns

How and when a complaint can be made to the Legal Ombudsman

You have the right to complain to the Legal Ombudsman at the conclusion of our complaints procedure. This may be done if your complaint has not been resolved within eight weeks of notifying our complaints manager. The Legal Ombudsman may be contacted at the Legal Ombudsman (LeO) at PO Box 6806, Wolverhampton WV1 9WJ. You can also e-mail the Legal Ombudsman (LeO) at This email address is being protected from spambots. You need JavaScript enabled to view it. or telephone them on 0300 555 0333 or +44 121 245 3050 if calling from overseas. For further information, please access the Legal Ombudsman (LeO)’s website: www.legalombudsman.org.uk.

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring or if outside of this period, within three years of when you should reasonably have been aware of it.

If the complaint you are raising is against Mrs Helen Odele then it shall be investigated by Mrs Freda McFarlane who is another partner at this firm; or another solicitor in the absence of Mrs Mcfarlane.

You also have the right to object to the bill by applying to the court for an assessment of the bill under Part 111 of the Solicitors Act 1974. However, if all or part of our bill remains unpaid we are entitled to charge interest on that bill.

How and when a complaint can be made to the SRA

The SRA work with solicitors, firms, other types of lawyers and non-lawyers to make sure that we comply with their principles, to make sure we behave independently, fairly and with integrity to best serve the interest of our client and the public interest.

The SRA do not deal with issues of poor service. If your complaint is in relation to poor service you would need to exhaust our internal complaints procedure. If you are still not satisfied you have a right to bring a complaint to the Legal Ombudsman.

The SRA deals with cases where firms or those who are regulated have breached SRA Principles. You should report the matter directly to the SRA if you think we or anyone regulated by the SRA has breached an SRA Principle.

The Principles

There are seven Principles that all people and law firms we regulate must meet. This means that they must act:

• In a way that upholds the constitutional principle of  of law, and the proper administration of justice

• In a way that uphold public trust and confidence in the solicitors' profession and in legal services provided by authorised persons

• With independence

• With honesty

• With integrity

• In a way that encourages equality, diversity and inclusion.

• In the best interests of each client.

You can also report a firm or someone regulated by the SRA for non-payment of professional fees (such as agent or expert fees) if:

You have a County Court judgment in respect of the fee, and the judgment relates to the practice in connection with providing a legal service.

The SRA has stopped authorising solicitors who wish to act as an Insolvency Practitioner. If your complaint is in connection with the solicitor's appointment under the Insolvency Act 1986 please contact the Recognised Professional Body that is now authorising the individual. If the solicitor has taken an appointment and is not authorised by a Recognised Professional Body then he or she may be committing a criminal offence.

How to Report a Solicitor or firm to the SRA

To make a report against a solicitor or firm please click on the link below, which will enable you to download / print the SRA Report Form and also have the relevant details of where to send your report.

https://www.sra.org.uk/consumers/problems/report-solicitor/

The SR will aim to acknowledge all initial reports of information within 20-30 working days. Their acknowledgement will include: thanking you for providing them with the information and it will also confirm how they will handle your information. Should the SRA need to contact you again, it may be for you to provide further information to either take action or where you may be required to act as a witness or to provide a witness statement.

For more information on the SRA's approach to handling information that you send to them and about different regulatory outcomes, click on the above link.

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252 Kirkdale Road
London SE26 4NL