At Reviewed & Cleared, we pride ourselves on our expertise and our ‘can-do’ approach. We are a highly responsive team and we work with your deadlines in mind. We care about delivering practical advice great value for our clients. This includes taking responsibility when things go wrong. We appreciate that we may not always achieve these aims. We also want to know about problems and put them right if we can – promptly, fairly and effectively. So, we value feedback from our clients and want to learn from it. You will not be charged for any time spent by us investigating a complaint.
Step one – contacting us
Please contact the Reviewed & Cleared Contact responsible for your matter in the first instance to report your complaint. If you would rather contact someone other than the Reviewed & Cleared Contact responsible for your matter, please contact Alex Wade. If your complaint concerns Alex Wade then please contact Caroline Kean. Contact details for both Alex and Caroline are set out below.
We can’t promise to get you a complete answer quickly in every case, as we want to understand every complaint fully, and this can take time. We will however acknowledge your complaint promptly in writing and will keep in touch with you to update you on progress.
Step two – our review and response
The Reviewed & Cleared Contact responsible for your matter (or Alex / Caroline, if you prefer) will review your complaint internally and will aim to complete investigations as soon as practicable, although this may take a number of weeks particularly if the files have been archived, the matter is complex, or we require information of you or other parties. In any event, we will provide a full response within 8 weeks.
The Reviewed & Cleared Contact responsible for your matter (or Alex / Caroline, if you prefer) will discuss your complaint with you and the details of the investigation, with a view to attempting to resolve your complaint if possible.
We hope that any problem will be resolved to your satisfaction by the Reviewed & Cleared Contact responsible for your matter, but if not, Alex or Caroline, will internally review your complaint, our investigation and our response. The contact details for Alex and Caroline are:
- Alex@reviewedandcleared.com; or +44 (0) 7826 790 945
- Caroline@reviewedandcleared.com; or +44 (0) 7725 241 730
If we have made an error which is negligent then we are required to refer you to another lawyer and cannot advise you further. If this is the case, we will let you know and will also be obliged to notify our professional indemnity insurance underwriters.
Step three – the Legal Ombudsman and / or the SRA
If you are still not happy with our approach you may be able to refer the matter to the independent Legal Ombudsman (write to: PO Box 6806, Wolverhampton, WV1 9WJ; or email: firstname.lastname@example.org; or phone 0300 555 0333 or +44 121 245 3050, if calling from overseas).
The Legal Ombudsman investigates complaints about service issues with lawyers. You can find out more information about their service on their website.
If you have concerns about our behaviour you can complain to the Solicitors Regulation Authority. Further information can be found here.