Complaints Policy & Procedure

1. Policy Statement
 

We are committed to providing high-quality legal services to all our clients.
However, if something goes wrong, we want to know about it. This policy sets out we handle complaints, your right to have our response reviewed and how to report us should you consider that we have failed to meet our professional obligations.

2. Our Commitment

We will:
● Treat your complaint seriously,
● Instigate an independent investigation,
● Respond within clear and reasonable timescales
● Where there has been poor service, set out what steps are reasonable to, if possible, resolve the matter or make an offer of redress.
● Learn from complaints to improve our service

 

Making a complaint will not affect how we handle your matter.

 

As Mr Rawlings is the sole director and solicitor we recognise that it would be inappropriate for him to investigate himself. The company therefore retains a consultant to investigate and prepare the response for the company.

3. What Is a Complaint?
We define a complaint as an oral or written expression of dissatisfaction"regarding the service provided including acts, omissions, or poor service causing financial loss, distress, or inconvenience. We do not require the client to use the word "complaint.

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4. How to Make a Complaint
You can make your complaint orally to Mr Rawlings on telephone number or in writing to
joe@jrcriminaldefence.co.uk or tom@candrsupport.co.uk

If you need Compliance and Risk Support Ltd to make reasonable adjustments when
dealing with your complaint please let them know at the outset.

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5. Our Complaints Procedure
 

Acknowledgement
We will refer the matter to Compliance and Risk Support Ltd within 5 working days and
provide you with a copy of this policy and procedure.

 

Investigation

Compliance and Risk Support Ltd will contact you within 3 working days and set out the
scope of their investigation. They may require you to provide information to them.

 

Written Response
We will, unless there are good reasons why we cannot, and in such cases update you as
to the reasons why we are not able to respond within the allowed time, provide a full
written response within 8 weeks of receiving your complaint.

 

If You Are Not Satisfied

 

If you remain dissatisfied with our final response, you may refer your complaint to the Legal Ombudsman.

Legal Ombudsman Contact Details:

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● Website: www.legalombudsman.org.uk
● Telephone: 0300 555 0333
● Email: enquiries@legalombudsman.org.uk
● Address: PO Box 6167, Slough, SL1 0EH

You must normally refer your complaint:

● Within 6 months of receiving our final response, and
● Within 1 year from the date of the act/omission complained about (or from when you should reasonably have known there was cause for complaint).

Allegations of Professional Misconduct

If you believe we have breached our professional obligations or code of conduct, you may report concerns directly to the Solicitors Regulation Authority. The SRA does not investigate complaints of poor service.

Further information can be found here.

 

Recording and Monitoring

 

We maintain a complaints register and regularly review complaints to:
● Identify trends
● Improve our service
● Ensure regulatory compliance

 

Policy Review
This policy is reviewed annually.

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Effective Date: 01/07/2026
Review Date: 01/07/2027
Approved By: Joe Rawlings, Director.