Rowan Rose LLP

Complaints Procedure

Introduction

Rowan Rose LLP operates a complaints system in accordance with the requirements of the Solicitors Regulation Authority.

This procedure is not only for the benefit of our clients but also for the benefit of our staff. It helps us improve the service we provide, and should that service fall below the standard expected of us it explains the steps to take in relation to making a complaint.

 

What is a Complaint

“A complaint is an expression of dissatisfaction. The expression may be in writing, in person or on the telephone.”

 

Procedure

If you wish to complain about any aspect of the services provided to you please contact our office via any of the following methods:

  • Forward your complaint to us in writing;
  • Or by email to the Managing Partner, Elaine Walker

The firm’s complaints are handled by the Managing Partner, Elaine Walker at 1.03 Boat Shed, 12 Exchange Quay, Salford, M5 3EQ In the event of a complaint being raised against Elaine Walker please address your complaint to Lee McCann at the same address.

We will endeavour to acknowledge any complaint received within 48 hours of receipt.

Mrs Elaine Walker will then carry out an internal investigation of your complaint and will respond to you fully in writing within a further 15 working days.

The purpose of the investigation into the complaint is to identify the cause of the dissatisfaction and offer any redress.

He will also identify if any of our procedures are deficient and require improvement.

The outcome of the complaint will be recorded in our central records and an analysis of them carried out every 6 months.

However, if you are unhappy with the outcome of your complaint you can contact the Legal Ombudsman for further advice, their details are as follows:

 

PO Box 6806,

Wolverhampton

WV1 9WJ

 

Helpline - 0300 555 0333

 

Email - enquiries@legalombudsman.org.uk

 

Please note you have 6 months from the conclusion of your original complaint with us to contact the Legal Complaints Service.