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Our Complaints Policy

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need our clients to tell us about it. This will help improve our standards. Whenever possible, please raise any initial client care problems with the person acting on your case to give them the opportunity of resolving matters with you. Often, matters can be quickly resolved in this way.

If you are unhappy about any aspect of the service you have received then please contact us by post to our office at Kingston House, 23 Parliament Street, Hull, HU1 2AP or you can telephone us on 01482 324818. Alternatively, you can email us via contact@johnrobinsons.co.uk
We have a procedure in place which details how we handle complaints as follows:

Our Procedures

    • We will send you a letter acknowledging receipt of your complaint within two days of receiving it, enclosing a copy of this procedure.
    • We will investigate your complaint. The firm’s Complaints Officer (a Partner of the firm) will review your matter file and speak to the member of staff who acted for you.
    • You will then be invited to a meeting to discuss and hopefully resolve your complaint. The invitation will be sent out to you within 14 days of sending you the acknowledgement letter.
    • Within three days of that meeting the Complaints Officer will write to you to confirm the outcome of the meeting and will set out any solutions agreed with you.
    • If you do not want or require a meeting, or a meeting is not possible, you will be sent a detailed written reply to your complaint, including the suggestions for resolving the matter, within 21 days from the sending of the acknowledgement latter.
    • At this stage, if you are still not satisfied, you should contact us again and we will arrange for another Partner within the firm to review the decision.
    • 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.
    • If you are still not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. Contact details are as follows:

PO Box 6806, Wolverhampton, WV1 9WJ
P: 0300 555 0333
E: enquiries@legalombudsman.org.uk
W: 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 and within the following timescales:

a) Six years from the date of the act or omission about which you are complaining occurring, or
b) Three years from the date you should reasonably have known there were grounds for complaint.

However, the Legal Ombudsman will not accept complaints where the act or date of awareness was before 6th October 2010.

We would hope that this does not become necessary and that we can resolve matters between ourselves.

If we have to change any of the above timescales, we will let you know and explain why.

Alternative dispute resolution

Alternative complaints bodies exist which are competent to deal with complaints about legal services should both you and our firm consent to use such a scheme. In the event that you wish to use an alternative complaint body you should advise us and we will then state if we agree.

Complaints in relation to bills

The procedure above also applies to complaints arising concerning our bill. There may also be a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974.

The Legal Ombudsman may not consider a complaint about a bill if you have applied to the Court for assessment of that bill.

Raising concerns with our regulator

The Solicitors Regulation Authority (SRA) can help you if you are concerned about any other aspect of the firm’s treatment of you or the behaviour of any of our employees.

You can find information about raising your concerns with the SRA at www.sra.org.uk in the ‘For The Public’ section.

'We maintain an all-year-around, 24 hours-a-day, police station cover rota, to ensure that our clients have access to the independent legal advice necessary when they are the subject of a police investigation.'