Complaints Procedure
Independent cross-border consultancy from London, with regulated and reserved work clearly separated and handled by appropriately authorised professionals where required.
We aim to deal with concerns promptly, fairly and transparently. Making a complaint will not adversely affect the way we handle any ongoing matter.
1. How to complain
Email info@royallaw.uk with the subject line Complaint, or write to Royal Law, 117–119 Station Road, Edgware, London HA8 7JG. Please identify the matter, the issue, what outcome you seek and any key dates.
2. Acknowledgement and review
We aim to acknowledge a complaint within three business days. Where practicable, the complaint will be reviewed by someone who was not directly responsible for the issue complained about. We may ask for further information where necessary to understand the complaint fully.
3. Final response
We aim to resolve complaints as quickly as reasonably possible and in any event to provide a final response within eight weeks of receiving the complaint. The final response will explain our conclusions and any proposed remedy or next step.
4. Legal Ombudsman
Where the Legal Ombudsman has jurisdiction over the relevant service, you may be able to ask it to review the complaint after our final response or if eight weeks have passed without resolution. Ordinarily, a complaint must also be referred to the Legal Ombudsman within one year of the act or omission complained about, or within one year of when you should reasonably have known there was cause for complaint, and within six months of a compliant final response from the service provider.
PO Box 6167, Slough, SL1 0EH
Telephone: 0300 555 0333
Overseas: +44 121 245 3050
Email: enquiries@legalombudsman.org.uk
legalombudsman.org.uk
The Legal Ombudsman's jurisdiction does not automatically extend to every service supplied by Royal Law as an unauthorised business. Where an individually authorised professional is responsible for relevant work, your engagement documentation will explain the applicable complaint rights.
5. Professional conduct concerns
If your concern relates to the professional conduct of an individual regulated by the Solicitors Regulation Authority, you may also be able to report the matter to the SRA in accordance with its reporting criteria. The SRA deals with professional conduct and regulatory breaches; it does not usually determine complaints about service or legal fees.