Paul Robinson Solicitors’ LLP Complaints Procedure

Our Complaints Policy

We are committed to providing a high quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

Our Complaints Procedure

If you have a complaint, contact us with the details.

  1. In the first instance you should contact the person responsible for your case. If this does not resolve the matter, you should refer your complaint to the Head of their Department. If they are unable to settle matters with you then your matter will be referred to to our Client Care manager, Glenn Chetland, and the following steps will be taken:-
What will happen next

2. We will send you a letter acknowledging your complaint and asking you to confirm or explain your complaint in detail. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within two days of us receiving your complaint.

3. We will record your complaint in our central register and open a separate file for your complaint. We will do this within a day of receiving your complaint.

4. We will then start to investigate your complaint. This will normally involve the following steps:

  • We will pass your complaint to Glenn Chetland, our client care manager, within three days.
  • He will ask the member of staff who acted for you to reply to your complaint within 5 days.
  • He will then examine their reply, your file and the information in your complaint file. And, if necessary, he may also speak to them. This will take up to three days from receiving their reply and the file. He will then write to you with a detailed response. If matters are not resolved at that stage future communication may take place as appropriate. If all communications fail to achieve a satisfactory outcome then;

5. Glenn Chetland may then invite you to a meeting to discuss and hopefully resolve your complaint. Alternatively, he will advise you how to pursue your complaint independently via The Legal Ombudsman and providing you with their full details.

6. Within 7 days of any meeting, Glenn Chetland will write to you to confirm what took place and and any solutions he has agreed with you. If you do not want a meeting, or it is not possible, Glenn Chetland will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter.

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I would like to thank you for the way in which you dealt with this matter all the way through. Particularly I would express my thanks for your prompt replies to all enquiries that I raised and for keeping me so well informed of the progress of the case.

Natasha Kelt, Dispute Resolution

I would like to thank you for a superb job well done. When you have never been in the position I found myself in, it was your calm and confident manner that reassured me you would do your very best. I will have no hesitation in recommending you to anyone who requires legal advice.

Jemmar Attfield, Commercial

We would like to thank you and your team so much for all the help and advice we received and for acting in a courteous and professional manner at all times. Thank you also Lee for patiently addressing all the issues we raised and for explaining everything to us so clearly, sometimes repeatedly, until you were satisfied we fully understood the more complex issues with our Wills; you personally, were highly recommended to us by one of your grateful clients. Likewise, we too would not hesitate to highly recommend you to anybody planning to make a Will.

Lee Hibell, Private Client
I cannot praise you and your team enough for the professional way you handled my situation, you have been so kind and reassuring in what has been a very emotional and distressing time.
Melanie Steeples, Family

I must say her handling of the transaction was first rate and very professional. Always available and she was never afraid to pick up the phone and share information when it was better to communicate that way rather than just email, a blessing in this day and age. Though both parties were keen for a quick exchange she never allowed that pressure to mean she cut any corners with her enquiries and was always working in my best interests.

I will be more than happy to work with her again in the future and will certainly recommend her to friends and associates who require similar services.

Amber Day, Property

Thank you for your prompt and concise response. That certainly makes things very clear and straight forward. Overall thank you for all your help and advice……. Should I need a solicitor in the future I will be sure to call your firm.

Michelle Breindel, Crime & Motoring