TRG LAW COMPLAINTS HANDLING POLICY

TRG law is committed to providing a high-quality legal service to all our clients. We want our clients to be delighted not just satisfied with the service and value that they receive. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

TRG law is dedicated to responding positively to reasonable client complaints since we believe that doing so can help to further strengthen client relationships in the longer term. We believe that it is only right that we acknowledge when we have not met the extremely high standards that we set for ourselves. However, please note that our ability to do so may to some degree be restricted by the terms of our Professional Indemnity insurance which may constrain our freedom to act.

If you have a complaint, please contact us and explain the problem. Our contact details are set out at the end of this Policy.

What will happen next?

  1. We will send you a letter or email acknowledging receipt of your complaint within three working days of receipt, enclosing or attaching a copy of this Policy. Upon receipt of a complaint we are usually obliged to notify our Professional Indemnity insurers immediately irrespective of whether we believe the complaint to be valid or not and whether or not the complaint may involve any potential liability in damages. Where the complaint has arisen from a notification by the Solicitors Regulation Authority, we will adhere to all applicable rules on investigations, notifications and reporting.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our Managing Director, Paul Golding, who will review your matter file and speak to the Partner who acted for you. If the complaint relates to work Paul has undertaken, then the complaint will be dealt with by one of the other Directors.
  3. Paul will then invite you to a meeting or arrange a telephone call to discuss and hopefully resolve your complaint. He will do this within 14 working days of sending you the acknowledgement letter or email. 
  4. Within three working days of the meeting or telephone call, Paul will write to you to confirm what took place and any solutions he has agreed with you. 
  5. If you do not want a meeting or telephone call or either is not possible, Paul will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 working days of sending you the acknowledgement letter or email. However, if the matter is likely to take more than 21 days to investigate, he will agree a realistic, fair timeframe for responding to you.
  6. If you wish to contact someone other than Paul, or if at this stage, you are still not satisfied, you should contact one of the other Directors who will review the decision. Where a conflict has arisen, you may wish to take independent advice.
  7. We will write to you within 14 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons. 
  8. If you are still not satisfied, you can contact the Legal Ombudsman about your complaint at Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ Tel: 0300 555 0333, Email: enquiries@legalombudsman.org.uk.

    Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you should contact the Legal Ombudsman at the details given above.
  9. If we have to change any of the timescales above, we will let you know and explain why.

    TRG law is authorised and regulated by the Solicitors Regulation Authority (“SRA”). Complaints (such as reporting someone's behaviour) may also be made directly to the SRA. See www.sra.org.uk/consumers/problems/report-solicitor.page for more details or you can access the SRA website directly by clicking on the Solicitors Regulation Authority logo on the home page of our website (www.trglaw.com).

TRG Law Limited

JANUARY 2022

DIRECTORS:

Paul Golding

p.golding@TRGlaw.com

+44 (0)1483 730303

+44 (0)7974 351750

Tracey Tarrant

t.tarrant@TRGlaw.com

+44 (0)1273 277429

+44 (0)7957 366684