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

4.75 Average

193 Reviews

Mark W

Most professional from start to finish offering very a personal service. Most impressive and quick when dealing with the matters in hand.

Posted 3 weeks ago

Anonymous

Posted 3 weeks ago

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I am very glad I came across Redmans Solicitors. Fantastic service!

Posted 3 weeks ago

Anonymous

Fantastic communication, always happy to answer queries, highly recommended.

Posted 3 weeks ago

Wavenie B

They were very straight to the point, friendly and understanding people. I felt they had my best interest. They were easy to get hold of, replies were almost instant. 5/5 for customer service

Posted 3 weeks ago

Christina P

Caroline was fantastic to work with - extremely knowledgeable, supportive, thorough and honest. I definitely recommend Redmans!

Posted 3 weeks ago

Anonymous

Very well done and fast support. Professional and reliable. Highly recommended!

Posted 3 weeks ago

Helene L

They were very knowledgable in the respected area in terms of change in law/regulations that is crucial for the clients who are seeking for legal arvice.

Posted 3 weeks ago

Sara R

Very helpful and wonderful advice

Posted 3 weeks ago

Marie D

very good service all digitalised

Posted 3 weeks ago

Philip H

Chris Hadrill handled my case with great accuracy and efficiency. Basically made it feel like a process without hassle. Doesn't try to expand the case just for greater fees. I value his professional advice highly.

Posted 3 weeks ago

Michael W

Professional, responsive and supportive - excellent service!

Posted 4 weeks ago

Anonymous

I was really happy with the service provided. I had to chase a couple of time but despite that, my matter was dealt with in a timely manor. I would use again in the future

Posted 4 weeks ago

Lee M

Superb service and always available

Posted 1 month ago

Jonathan S

I was very grateful for the support I received from Redmans during a very difficult period. Rana Tandon really got under the skin of my issue and understood what was important to me, steering me carefully and sensibly to an outcome I was very happy with. I would recommend Redmans to anyone else without any reservations whatsoever.

Posted 1 month ago

Mohamed A

Super helpful and efficient, trustworthy service

Posted 1 month ago

Anonymous

efficient, responsive and effective

Posted 1 month ago

Andrew B

Very good service

Posted 1 month ago

Anonymous

Excellent service, compassionate and a good outcome

Posted 1 month ago

Anonymous

I had an employment issue which required legal advice. Chris was very supportive and knowledgeable, resulting in an optimum resolution in my favour. Would definitely recommend.

Posted 1 month ago

David M

Very professional and first-rate advice. I would use again. With thanks,

Posted 1 month ago