Riverine Solicitors Complaints procedure
Complaints Procedure
We at Riverine Solicitors are committed to providing our clients with the highest quality service. Our goal is to ensure that you are happy with the service we have provided, but if for any reason you are unhappy or concerned, we would like to hear from you. All complaints are taken seriously and will be handled as quickly and fairly as possible.
If you wish to discuss your concerns with the solicitor working on your case, you should contact him or her first. We will make every effort to resolve any issues at this stage. In order to make a formal complaint, please follow the steps outlined in our complaints handling procedure below. A complaint will not affect how your complaint is handled.
Complaints handling procedure.
We would appreciate it if you would contact us as soon as you become aware of a concern or a complaint so that we can resolve it.
Head Office:
Room 221, 2nd Floor, 2-4 Commercial Street, London, E1 6LP, United Kingdom
Contact person: Md Kamal Hossain
Telephone: 0208 6171210
Email: info@riverinesolicitors.co.uk
What will happen next?
As soon as we receive your concerns, we will acknowledge receipt of your complaint within ten working days. This letter will include a copy of this procedure.
In response to your complaint, we will conduct an investigation. We will usually pass your complaint on to our Compliance Officer for Legal Practice/ Compliance Officer for Finance and Administration Md Kamal Hossain. He will review your matter and speak to the staff member who acted on your behalf.
Afterwards, Mr Hossain will arrange a meeting to discuss and hopefully resolve your complaint. It will be done within 14 days of the acknowledgement letter being sent to you. He will write to you within seven days to confirm the details of the meeting as well as any solutions he has agreed upon with you. In the event you do not wish to participate in a meeting or it is not feasible, Mr Hossain will provide you with a detailed written response to your complaint, which will include his suggestions for resolving the issue, within 21 working days of receiving the acknowledgement letter. We will review your comments if you are still not satisfied with our response at this stage. Please contact us again to explain why you are not satisfied with our response.
After receiving your request for a review, we will write to you within 14 days explaining our final position on the complaint. If you are still dissatisfied, you can contact the Legal Ombudsman at Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ or call 0300 555 0333. You must usually file a complaint with the Legal Ombudsman within six months of receiving our final response.
What to do if we cannot resolve your complaint
Your complaint may be taken up with the Solicitors Regulation Authority (SRA) if we are unable to resolve it. SRA can assist you if you are concerned about our behaviour, such as dishonesty, stealing or losing your money, or treating you unfairly due to your age, disability, or other characteristic. You can contact the SRA at https://www.sra.org.uk/consumers/problems/report-solicitor.pageat https://www.sra.org.uk/consumers/problems/report-solicitor.page
The Legal Ombudsman may also be able to assist you if we are unable to resolve your complaint ourselves. Your complaint will be reviewed independently by them, and it will not affect the way your case is handled by us.
Upon receiving a complaint, the Legal Ombudsman will verify that you have first attempted to resolve your complaint with us. If you have, then you must take your complaint to the Legal Ombudsman:
Within six months of receiving a final response to your complaint
And no more than six years from the date of act/omission; or
No more than three years from when you should reasonably have known there was cause for complaint.
You can contact the Legal Ombudsman at:
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ