Recovery Assist LLP – Complaints Policy

We aim to provide you with the best possible service and to achieve the best outcome for your legal dispute. If things go wrong along the way,  tell us and we will do our best to resolve the problem. That way, we question what we do and how we do it and this improves our high standards.

If you have a complaint, you are entitled to complain. Making a complaint will not affect how we handle your case and you will not be charged for any work we do in dealing with the complaint.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure below.

Our Complaint Procedure

Please contact Margaret Crausby, our Senior Partner on 0161 762 4949 or by email to margaret@recoveryassist.co.uk or by post to our office at Dusty Miller House 87 Crostons Road Bury BL8 1AL .

What will happen next?

1. We will send you a letter acknowledging your complaint.  You can expect to receive our correspondence within three days of us receiving your complaint.
2. We will then start to investigate your complaint.  This will normally involve the following steps:
3. i) We will investigate your complaint this may involve speaking with you directly, reviewing the information on your file and speaking to the file handler concerned.
4. ii) We aim to let you have our reply within 15 working days.
5. If you are not satisfied with the response, please let us know as soon as possible and we will then arrange to review our decision.
6. The matter will then be reviewed by Margaret Crausby, who has overall responsibility for complaints. This review will be completed within 7 working days.
7. We will record your complaint in a central registry
8. We will let you know the result of the review within five working days of the end of the review. At this time, we will write to you confirming our final position on your complaint and our reasons

What to do if we cannot resolve your complaint?

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

• Within six months of receiving our final response to your complaint

and

• No more than one year from the date of the act or omission being complained about; or
• No more than one year from the date when you should reasonably have known that there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact Details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.