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).

Our regulatory body

The Solicitors Regulation Authority can help you 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.

You can raise your concerns with the Solicitors Regulation Authority.

Our awards

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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

4.76 Average

164 Reviews

Samantha K

Absolutely brilliant thank you. Caroline Lewis is a legend

Posted 1 week ago

Anonymous

The legal advice was clear and helpful.

Posted 1 week ago

Davinder P

Good Service

Posted 2 weeks ago

Adrian V

I was using Redmans services for a Settlement Agreement. Very quick and professional service. The outcome was favourable and I was very pleased with the amendments and results. Pretty glad to recommend them for any type of legal advice.

Posted 2 weeks ago

Anonymous

Very responsive, efficient, clear and supportive. Thank you! Highly recommend.

Posted 2 weeks ago

Tiago S

Chris was always prompt to help me with legal matters that are beyond my comprehension and very helpful leasing with my former employer. I would recommend Redmans Solicitors to everyone who needs help.

Posted 2 weeks ago

Anonymous

Fast and professional advice tailored to what was needed. Thanks for your help Chris Hadrill and team.

Posted 2 weeks ago

Peter S

Really pleased with the outcome and the advice I had from Chris and Sacha.

Posted 3 weeks ago

Harika A

Redmans solicitor's helped me with my settlement agreement, Chris has been very helpful throughout the process.He was very prompt in his responses and made my settlement look simple.Special thanks to Caroline for her efficient communication, thorough explaination of contract terminology and negotiations.I highly reccommend Redmans solicitors for anyone seeking employment related legal help.

Posted 3 weeks ago

Anonymous

Good and quick service

Posted 3 weeks ago

Ricky D

Very satisfying to be assured of such attention and professionalism.

Posted 3 weeks ago

Anonymous

Excellent service - thankyou

Posted 3 weeks ago

Anonymous

Efficient, timely and friendly support and advice

Posted 3 weeks ago

Ahmed S

They are always on hand when you need them and provide support even when its not necessary.

Posted 3 weeks ago

Nemen S

Wonderful experience.Chris was very responsive and provided an excellent service. A real professional who I would recommend to anyone

Posted 3 weeks ago

Anonymous

Their guidance was clear and they provided me with all the information I required. Friendly yet professional

Posted 3 weeks ago

Anonymous

Chris @ Redmans assisted me with an employment issue. Firstly, he was very proactive in coming back to my initial enquiry and then helped to clearly lay out the options that I had in relation to my position. He then assisted with the preparation of my case, which led to a very satisfactory outcome. I would highly recommend the quality of service & professionalism offered by Redmans Solicitors.

Posted 3 weeks ago

Anonymous

Great service

Posted 3 weeks ago

Anonymous

Chris was very effective and decisive in dealing with my matter. I felt guided, and the pressure to make decisions was taken off my shoulders; he knew what needed to be done and I was happy to follow his advice. The result of the legal dispute was a great success for me. He is also kind and personable. The only thing that I would say it could be improved, is the accuracy of cost estimation at the beginning: not many activites, that could not have been forseen had to take place, but costs went up more than double in the end. Overall very good and trustworthy. I would definately recommend and use Redmans services again.

Posted 3 weeks ago

Liz P

An excellent professional service was provided by Chris Hadrill and Mel Chin. Efficient and trustworthy - would highly recommend this company.

Posted 1 month ago

Anonymous

Redmans Solicitors were great. They were able to advice me quickly and efficiently! I would recommend them, as a good solicitors to use.

Posted 1 month ago