Complaints Handling Policy

Rayden Solicitors prides itself on it's high level of client care. We welcome feedback from all our clients in the event that they feel improvements can be made in the service we provide. Any feedback should be sent to Nadia Biles Davies at first instance.

We very much hope that a complaint will not arise however if you feel you have cause for complaint, please contact the partner with conduct or, alternatively, the partner supervising your matter. Please refer to your retainer letter for confirmation of the partner supervising your matter.  

Receipt of a complaint will trigger our complaints handling procedure:

Within 7 days:

We will record your complaint in our central register and open a file for your complaint. You will receive a letter acknowledging your complaint. This may ask you to confirm or explain the detail of your complaint.  We will let you know who will be dealing with your complaint and provide a written copy of our complaints handling policy.

Within 21 days:

We will also acknowledge your reply and confirm what will happen next.  We will then start to investigate your complaint.  This may involve one or more of the following steps:

  • If your contact partner acted for you, he or she will consider your complaint. The partner will then invite you to a meeting to discuss the matter in the hope that your complaint may be resolved. 
  • If someone else acted for you, the supervising partner will ask them to provide a reply to your complaint. The partner will then examine their reply and the information in your complaint file.  He or she may also speak to the person who acted for you. You will will be invited to a meeting with the solicitor who has acted for you and, if necessary, the supervising partner.

You will receive written confirmation of the outcome of the meeting and any solutions agreed within three days of that meeting.

Within 28 days:

In the event that you do not wish to have a meeting to resolve your complaint or it is not possible, you will receive a full written response to your complaint. This will include proposals to resolve the complaint.

Review of the Decision:

If you are still not satisfied, you should let your contact partner know.  They will then arrange a review of the complaint. The review may take place in one of the following ways:

  • Your contact Partner will review the decision themselves within 14 days.
  • Your contact Partner will arrange for someone who is not connected with the complaint to review the decision within 14 days.
  • Your contact Partner will ask the Law Society or another local firm of solicitors to review your complaint.  They will let you know how long this process will take.
  • Your contact Partner will invite you to agree to independent mediation and will let you know how long this will take.

The contact partner will write to you within 14 days of receiving a request for a review confirming their final position on your complaint and explaining their reasons.

In the event that you are still not satisfied, you may contact the Legal Ombudsman about your complaint. 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 a year of the act or omission about which you are complaining occuring (or you becoming aware of it). They generally require that a firm’s internal complaints procedure has been exhausted.

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