Real Employment Law Advice

Complaints Procedure

Our Aim

Real Employment Law Advice Limited is committed to high-quality legal advice and client care. In the event that you are unhappy about any aspect of the service you have received or about the bill, please contact us at the earliest opportunity to try to resolve. 

We will deal promptly, fairly and effectively with any complaint received about any aspect of our service. We take complaints very seriously and want to listen and improve by learning from what may have gone wrong and what you tell us.

Any concerns raised about our service or the advice given are dealt with immediately by phone or email. If a satisfactory resolution cannot be found, we regard your concern as a complaint and immediately supply you with and follow this procedure.

How to complain

If you have a complaint, please give the details (by letter, email or telephone) to Alison Colley. 

All complaints received by REAL Employment Law Advice are recorded and acted upon without delay. 

We aim to resolve matters as quickly as possible for all parties involved, however we have up to 8 weeks to conclude matters. 

What will happen next?

  1. Your complaint will be passed to our Business Development Manager, Tony Wicks, who will send you a letter acknowledging receipt of your complaint (within three days of your requesting an investigation of your complaint) and enclosing a copy of this procedure.
  1.  Tony Wicks will investigate your complaint and where appropriate, invite you to a meeting (in person or by telephone) to discuss and hopefully resolve your complaint.  He will do this within 14 days of sending you the acknowledgement letter.
  1.  Within three days of the meeting, Tony Wicks will write to you to confirm what took place and any solutions he has agreed with you.
  1.  If you do not want a meeting or it is not possible, Tony Wicks will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of REAL Employment Law Advice sending you the acknowledgement letter.
  1. The whole procedure will take less than 8 weeks.
  1.  If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ; 0300 555 0333; or to consider the complaint. 

Legal Ombudsman

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from use about complaint or within six years of the act or omission about which you are complaining occurring (or if outside this period, within tree years of when you should reasonably have been aware of it). 

The Legal Ombudsman deals with complaints about poor service including, about the work your solicitor did for you and your bill.  

The Legal Ombudsman will investigate the complaint and can make a variety of orders in respect of the complaint. 

You can start your complaint with the Legal Ombudsman online here:

Objecting to a Bill

You may also have the right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974.Please note that if all or part of a bill remains unpaid, we may be entitled to charge interest on all or part of the bill. If a bill remains unpaid, we can exercise a lien over your documents whilst the bill remains unpaid.The Legal Ombudsman may not deal with a complaint about a bill if you have applied to the court for assessment of that bill.

Complaints to the Solicitors Regulation Authority

The Solicitors Regulation Authority (SRA) will deal with a complaint where a Solicitor or Firm have breached the SRA Principles. This may be where you are concerned about a Solicitors behaviour, for example: telling lies; stealing from you; shut down without telling you or breaking rules. In the majority of cases complaints are made to the Legal Ombudsman (see above) but if the Legal Ombudsman thinks that it is a case that should be dealt with by the SRA, they will refer your case. If your complaint is one that should be dealt with by the Legal Ombudsman rather than the SRA, then the SRA will refer you to the Legal Ombudsman. You can find all the details about the SRA Principles here.

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