RBG Holdings plc LON:RBGP

 

Complaints Policy

Introduction

Rosenblatt Limited (“the Business”) is committed to providing an excellent standard of service to our clients and members of the general public, and all our staff share the responsibility of ensuring we achieve this.

The Business is authorised and regulated by the Solicitors Regulatory Authority (SRA ID 629856).  Our Business regards our complaints process as an opportunity to monitor and improve our quality of service.  We acknowledge that we may not always get it right, so if something has gone wrong, including in relation to our charges, we need you to tell us.  This will help us to improve our standards of service.

1. How to make a complaint

1.1  Any concerns or complaints you may have in relation to our services should be raised in the first instance in writing with the contact Partner for your matter, who will be named in the client care letter we sent you at the beginning of your matter. He/She will investigate the subject matter of the concern or complaint promptly, and attempt to resolve the issue to your and our mutual satisfaction.

1.2  If such a resolution cannot be achieved with the Partner handling your matter, or if the concern or complaint relates to the contact Partner himself/herself, you should contact the Company’s Administration Director in writing (by letter, fax or email). To help us understand your complaint, and in order that we do not miss anything, please tell us:

(a)        your full name and contact details;

(b)        full details of your complaint;

(c)        how you would like your complaint resolved; and

(d)        your file reference number (if you have it).

If you require any help in making your complaint, we will try to help you.

2. How we will deal with your complaint

The Administration Director has been appointed to try to resolve disagreements between the Business and its clients. The Administration Director will:

2.1  Acknowledge receipt of your complaint within 5 business days and explain to you the procedure that the Business will follow to investigate the matter and try to resolve the complaint;

2.2  The Administration Director will consider your complaint and carry out a full investigation.  If the matter is complex and we feel it will take longer for us to fully investigate your complaint, we will contact you within 10 business days to give you an approximate timescale for when you can expect a full response to your complaint.   We may also need to ask you for further information or documents.  If so, we will ask you to provide the information within a specified period of time.

2.3  We will write to you at the conclusion of our investigation to inform you of the processes followed and what we propose to do to resolve your complaint.  Where possible, we will aim to do this within 21 days of the date of our acknowledgment letter.

2.4  Should the complaint in turn relate to the Business’ Administration Director then you should contact our Chief Executive Officer.

3. What to do if we are unable to resolve your complaint

3.1  If you remain dissatisfied after receiving the Administration Director’s or Chief Executive Officer’s report, please let us know and we will review the matter.  If we have not resolved your complaint within 8 weeks, you may be able to complaint to the Legal Ombudsman.  This applies if you are an individual, a business with fewer than 10 employees and turnover or assets not exceeding a certain threshold, a charity or trust with a net income of less than £1m, or if you fall within certain other categories (you can find out more from the Legal Ombudsman).  If you fall into one of the above categories, then you still have the right to complain via our complaints procedure.   The Legal Ombudsman’s contact details are as follows:

The Legal Ombudsman

PO Box 6806

Wolverhampton, WV1 9JW

Tel: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Website: www.legalombudsman.org.uk

3.2  The Legal Ombudsman updated its rules with effect from 1 February 2013.  Subject to the matters in this paragraph, any complaint made to the Legal Ombudsman must be made within 6 months of receiving a final written response from us about your complaint, or 6 years of the date of the act/omission you are complaining about (or if outside of this period, within 3 years from when the complainant should have reasonably been aware of it).  The Legal Ombudsman will not accept complaints where the act or date of awareness was before 5 October 2010.

3.3  Alternative dispute resolution (ADR) bodies exist which are competent to deal with complaints about legal services should both you and ourselves wish to use such a scheme.  We have, however, chosen not to adopt an ADR process. If, therefore, you wish to complain further, you should contact the Legal Ombudsman.

3.4  If we are unable to resolve your complaint, and it relates to a contract we entered into online or by other electronic means, you may also be able to submit your complaint to an approved alternative dispute resolution provider in the UK via the EU ‘ODR platform’.

3.5  The ODR platform is an interactive website offering a single point of entry for disputes between consumers and traders relating to online contracts. The ODR platform is available to consumer clients only, ie where you have instructed us for purposes outside your trade, business, craft or profession.

The website address for the ODR platform is: http://ec.europa.eu/odr

4. What will it cost?

4.1  We will not charge you for handling your complaint.

4.2  Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding. This is explained in our Terms of Business.

4.3  The Legal Ombudsman service is free of charge.

4.4  The ODR platform itself is free to use, but the ADR entity to which the complaint is transmitted may charge for its service. The ADR entity is responsible for informing all parties of the cost of its dispute resolution procedure.

Professional Indemnity Insurance Details

The Business has in place professional indemnity insurance, details of which are set out below:

Insurer 1:       

HDI Global SE

10 Fenchurch Street

London, EC3M 3BE

Policy No: B0808P9036663

Insurer 2:

Markel International Insurance Company Limited

20 Fenchurch Street

London, EC3M 3AZ

Policy No: B0808P9136669

Insurer 3: 

Liberty Mutual Insurance

20 Fenchurch Street

London, EC3M 3AW

Policy No: B0808P9236785

Insurer 4:        

Munich RE

Plantation Place

30 Fenchurch Street

London, EC3M 3AJ

Policy No: B0808P9328433

Period from: 1st Apr 2019 – 31st Mar 2020

Territory: Worldwide excluding USA & Canada

The Solicitors Regulation Authority can help you if you are concerned about our behaviour.  This could be for things such as dishonesty, taking or losing your money or treating you unfairly because of your age, a disability, or another characteristic.

You can raise any concerns with the Solicitors Regulation Authority:

www.sra.org.uk/consumers/problems/report-solicitor.page