We are committed to providing a high-quality legal service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If you have a complaint, please contact us on info@raklaw.co.uk with the details.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within two days of receiving it, enclosing a copy of this procedure. In the acknowledgement letter we will set out the person with the overall responsibility for complaints handling.

2. We will then investigate your complaint. This will normally involve passing your complaint to our Client Care Manager Mr Rakesh Prajapati, who will review your matter file and speak to the member of staff who acted for you.

3. Once the complaint has been received and investigated, we will notify you in writing how this complaint will be handled, and we will provide you with a timescale for when the substantive answer will be given. Usually, Mr Rakesh Prajapati will consider if he needs to invite you to a meeting to discuss and hopefully resolve your complaint. If he decides to meet with you, he will do this within 14 days of sending you the acknowledgement letter.

4. Within three days of the meeting, Mr Rakesh Prajapati will write to you to confirm what took place and any solutions he has agreed with you.

5. If you do not want a meeting or it is not possible, Mr Rakesh Prajapati will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner to review the decision.

7. 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.

8. It should be noted that we must resolve any complaint within 8 weeks from the date the complaint was received by us.

9. If you are still not satisfied, or we have taken longer than the 8 weeks described above, you can then contact the Legal Ombudsman.

10. The Legal Ombudsman came into effect on 06 October 2010; they investigate complaints about service issues with legal service providers. We very much hope that you will have no cause to complain but at the end of the firm’s internal complaints process you will have a further right to complaint to the Legal Ombudsman. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern.

You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

Their address is: The Legal Ombudsman, PO Box 6167, Slough, SL1 0EH, telephone 0300 555 0333.