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Complaints Handling

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Complaints Handling

Introduction

We strive to deliver the best possible service to our clients.  If, at any stage, you feel dissatisfied or concerned about the service provided, please let us know immediately so that we can address the issue promptly.

Initial steps

In the first instance, we recommend contacting the person handling your case to discuss any concerns.  We will endeavour to resolve matters at this stage.  Should you wish to make a formal complaint, please refer to our full Complaints Procedure below.  Please be assured that making a complaint will not impact the way we manage your case.

Our Complaints Policy

We are dedicated to providing a high-quality legal service to all clients.  If something has gone wrong, we encourage you to inform us, as this enables us to continually improve our standards.

Complaints Procedure

Should you have a concern or complaint, please contact us as soon as the issue arises.  You may address your concerns in writing to our complaints partner, Julian Wintle, at Red Kite Law, 58 Main Street, Pembroke SA71 4NP, or via email at Compliance@redkitelaw.co.uk.

Next steps

  1. We will review your submission and send you an acknowledgement of receipt within five working days.  If you have special requirements due to a disability, please let us know, and we will do our best to accommodate your needs.
  2. We will carry out an investigation, usually assigning your complaint to a member of our complaints team who, supervised by our complaints partner, Julian Wintle, will review your matter file and speak with the staff member involved.
  3. Within eight weeks of sending the written acknowledgement, we will provide a detailed written reply, including any suggestions for resolving the matter.
  4. If you remain dissatisfied at this stage, please contact us again to explain why.  We will review your feedback.
  5. We will respond within 14 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  6. If you are still not satisfied, you may contact the Legal Ombudsman using the details provided below.

Please note that timescales may be adjusted depending on the complexity of the matter and any submissions received.  If any timescales change, we will notify you and provide an explanation.

If we cannot resolve your complaint

If we are unable to resolve your complaint, the Legal Ombudsman may be able to assist.  They will review your complaint independently and this will not affect the handling of your case.

Before the Legal Ombudsman investigates, they will confirm that you have first attempted to resolve your complaint with us.  If you have done so, you must refer your complaint to the Legal Ombudsman within six months of receiving our final response to your complaint.

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 your realising there was a concern .

Contact details

Visit:     www.legalombudsman.org.uk
Call:      0300 555 0333 between 9am to 5pm.
Email:   enquiries@legalombudsman.org.uk
Post:     Legal Ombudsman PO Box 6167, Slough SL1 0EH

Important notes before contacting the Legal Ombudsman

  1. If your complaint relates specifically to our bill, you have the right to object and apply for an assessment under part III of the Solicitors Act 1974.  If you exercise this right and the court is assessing our bill, you may not be able to use the Legal Ombudsman service.
  2. If you are complaining as a business client, unless you are a “micro business” (as defined by the European Union), you may not be eligible for the Legal Ombudsman scheme and should check the guidance on the Legal Ombudsman’s website.
  3. If you refer your complaint to the Legal Ombudsman as a trustee/personal representative (executor/administrator) or beneficiary of the estate/trust of a person who, before they died, had not referred the complaint to the Legal Ombudsman the period runs from when the deceased should reasonably have known there was cause for complaint; and when the complainant (or the deceased) should reasonably have known there was a cause for complaint will be assessed on the basis of the complainant’s (or deceased’s) own knowledge, disregarding what the complainant (or the deceased) might have been told if he/she had sought advice.
  4. If the Ombudsman finds exceptional circumstances, such as serious illness or if you were within time limits when you first made your complaint, they may extend the time limits as deemed fair.

The Solicitors Regulation Authority

If you are concerned about our behaviour, the Solicitors Regulation Authority can assist.  They address matters such as dishonesty, mishandling funds, or unfair treatment due to age, disability, or other characteristics.

You can raise your concerns with the Solicitors Regulation Authority .

Red Kite Law LLP Complaints Handling Procedure V10 May 2026 (JW)