Complaints Policy

Raymond Saul & Co. LLP is committed to high quality legal advice and client care. If you are a client of this firm and are dissatisfied with any aspect of the service provided, including our bill, you are entitled to complain. Our policy is to look at all client complaints and take a constructive approach to reaching a satisfactory conclusion.

If you are unhappy about any aspect of the service you receive, or about the bill, please speak to the person or partner primarily responsible for your matter. A complaint will be acknowledged within four working days. We will review your file carefully with the person handling the matter and make any wider enquiries within the firm as may be necessary. We will respond to your complaint fully as soon as practicable and within 21 days. Our response will usually be in writing, and we may suggest a meeting. We will inform you of our views about your complaint and how we propose to resolve it.

If you are still unhappy, please contact either Feyi Fakoya or Raymond Saul on 020 7480 5840, via email at feyi@rslaw.co.uk and raymond@rslaw.co.uk or by post immediately so that we can do our best to resolve the problem for you. Either Feyi Fakoya or Raymond Saul will investigate the matter from a fresh perspective and make any further enquiries that may be necessary. If possible within 28 days of the complaint being referred to either one of them, you will be informed about their conclusions together with any proposals to resolve the complaint.

If we are unable to resolve your complaint then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers. 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. If you would like more information about this service, including the time limits for taking a case to them, please contact the Legal Ombudsman directly. You can find out more about their service by visiting www.legalombudsman.org.uk or by post at Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ or by telephone on 0300 555 0333 (between 9:00am and 5:00pm).

We are authorised and regulated by the Solicitors Regulatory Authority (Authorisation no. 598836). The Solicitors Regulation Authority can assist if you are concerned about our behaviour and you can raise concerns at their website address www.sra.org.uk/consumers/problems/report-solicitor.page

You also have the right to challenge or complain about our bill to you and apply for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman may not deal with a complaint about the bill if you have applied to the court for an assessment of the bill.