Complaints procedure

Redmans are committed to providing a high standard of service to our clients, however, we understand that you may feel that we may not always get it right.  If you have a complaint about the service you have received or your bill please contact us.  We will respond to any concerns you may have and we will do everything we can to sort out your complaint quickly and efficiently.

You can raise your complaint by letter or email using the following details:

  • Letter: Complaints Manager, Redmans, Parkshot House, 5 Kew Road, Richmond, TW9 2PR
  • Email: mailbox@redmans.co.uk

Please mark your letter or email ‘Complaint’.

Alternatively, you may raise your complaint with the fee earner who has been dealing with your case.

Please note that you should make your complaint to us within 6 months of the last correspondence you receive from us or 1 year of the act or omission about which you are complaining occurring

If you have any special needs to enable you to bring your complaint to us please let us know and we will do our best to accommodate them.

To help us make sure we have understood your complaint, and not missed anything, please tell us:

  • your full name, contact details and any reference number you may have for your case;
  • what you think we have done wrong; and
  • what you think we should do to put things right.

How we will deal with your complaint

We have up to eight weeks to consider your complaint but will endeavour to deal with it as quickly as possible.  If we have not resolved it within this time you may complain to the Legal Ombudsman.

Stage 1

We will send you a letter acknowledging receipt of your complaint within 5 working days of receiving the complaint.

We will investigate your complaint and provide a substantive response within 20 working days of receiving your complaint.

We may be able to deal with the matter in a phone call, or we may need to carry out a detailed review of your case.   In all cases we will write to you to tell you the outcome of your complaint and to give you the opportunity to have your complaint reviewed if you are not satisfied with the outcome.

Stage 2

If you are not satisfied with our response you should contact us again and we will arrange for the file to be reviewed.  When contacting us please explain why you continue to be dissatisfied.

Your complaint will be acknowledged within 5 working days of receiving the complaint and we will provide a substantive response within 20 working days from receiving your letter.

If your complaint is particularly complex and we have to change any of the timescales above, we will let you know and explain why and provide you with an updated timescale.

If, at the end of the above process, you continue to be dissatisfied with our response, you can contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ or via telephone on 0300 555 0333. The Ombudsman’s web address is www.legalombudsman.org.uk/.

Normally, you will need to bring a complaint to the Legal Ombudsman within 6 months of receiving a final written response from us about your complaint or within 1 year of the act or omission about which you are complaining occurring (or you becoming aware of it).

 

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Contact us

Please feel free to discuss your own position and concerns. Contact your nearest office on:

T: 020 3397 3603
E: enquiries@redmans.co.uk
W: www.redmans.co.uk

Testimonials

4.70 Average

76 Reviews

Margaret

Redmans Solicitors took a lot of the worry away and were very thoughtful and meticulous in their dealings with my case , thank you very mush , great service and a great job

Posted 1 week ago

Mark B

Prompt efficient service. Hourly, and part thereof, billing got a bit stressful at times - as opposed to flat fee - made me think twice about sending an email or making a quick call when I had a query because it would have eaten up minutes from my budget. But happy with the legal service I received overall and would recommend.

Posted 2 weeks ago

Anonymous

Chris Hadrill has provided a truly wonderful service and was willing to lend his support and expertise at a time when other solicitors, only wanted to discuss their fees! A clear thinking and down to earth professional, Chris can be trusted to listen carefully to your matter, cut through the fog, and advise you on the best (and most realistic) way forward, saving you time, money and heartache. It will be helpful if you first get your ducks in a row in terms of documents / evidence etc. and then contact Chris, (that’s what we did) as this will help your matter to be dealt with faster. The more organised and together you are the more successful you will be. You'll be fine with Chris, I highly recommend him. Good luck!

Posted 3 weeks ago

Richard v

Excellent Service

Posted 1 month ago

Anonymous

Very happy from service received. Highly recommend

Posted 1 month ago

Colin W

Very professional and thorough. Sachs who dealt with the bulk of my case was excellent Thank you. .

Posted 1 month ago

Anonymous

I was generally impressed with the fast turn around, efficiency, responsiveness, and consideration of circumstances. I needed a couple of areas of advice quickly and with Redmans help was able to get to a conclusion quickly and with minimum stress. They were friendly and professional throughout - I'd use them again.

Posted 1 month ago

Anonymous

The guidance and assistance I recently received when using Redman's was fantastic. Caroline & Chris were both very informative and understanding walking me through each step. Thank you.

Posted 1 month ago

Nicola W

Fantastic service, very quick and efficient. Thank you

Posted 1 month ago

Anonymous

Excellent professional service.

Posted 1 month ago

Anonymous

As with All solicitors advice without consequence but understood and communicated my legal position

Posted 2 months ago

Anonymous

Prompt, professional and excellent service.

Posted 2 months ago

Dominic C

Excellent service, prompt and helpful

Posted 2 months ago

Anonymous

I found Redman’s to be very efficient and got me the best deal available in the short time scale that was available.

Posted 2 months ago

Victor L

Very professional. Provided excellent advice on my Settlement agreement.

Posted 2 months ago

Anonymous

Professional from start to finish.

Posted 2 months ago

Oliver W

Excellent service provided by Redmans, will certainly consider using again.

Posted 2 months ago

Melanie H

Very professional and extremely personable service. Thank you very much.

Posted 2 months ago

Anonymous

I found Chris to be very approachable and easy to speak with about complex matters. He took action quickly and his updates to me, as his client, were prompt. I would recommend Chris and the team at Redmans without hesitation.

Posted 2 months ago

Anonymous

Good advice

Posted 2 months ago

Anonymous

Overall happy with the service provided by Chris and Rana.

Posted 2 months ago