Legal
A fair hearing, always
We are a regulated firm, and we take complaints seriously. If something has not met your expectations, please tell us — here is exactly what happens next.
Our commitment
Most concerns are resolved by a conversation. If you are not satisfied with the service you have received, we will deal with your complaint promptly, fairly and confidentially — without prejudice to your position and at no cost to you.
How to raise a complaint
- By email — write to us at private@roatsolicitors.co.uk
- By telephone — +44 (0)20 7946 0933
- By post — Robert Atkinson Solicitors, 12 Savile Row, London W1S 3PQ
Please tell us what happened, when, and what you would like us to do about it. If you are writing on behalf of someone else, tell us how you are authorised to do so.
What happens next
- Within three working days — we acknowledge your complaint and tell you who is handling it.
- Within eight weeks — we investigate and send you our written response, with reasons and, where appropriate, an offer to put things right.
- If you are unhappy with the response — you can ask us to review it, or take your complaint outside the firm (below).
Taking it further
If you are not satisfied with how we have dealt with your complaint, or if eight weeks have passed without a resolution, you can refer the matter to the Legal Ombudsman:
- Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ
- 0300 555 0333 · www.legalombudsman.org.uk
- Normally you must refer a complaint to the Legal Ombudsman within six years of the act or omission, or within three years of when you should reasonably have known about it, and within six months of our final written response.
The Solicitors Regulation Authority (www.sra.org.uk) can help with serious concerns about our conduct — for example dishonesty, or money that should not have left your account.