Complaints Procedure
Our Commitment to You
At Ryans Solicitors Limited, we are committed to providing a high standard of legal service. If at any point you are unhappy with the service you have received or with a bill, we encourage you to tell us as soon as possible so that we can work to resolve your concerns promptly and fairly.
Making a complaint will not affect how we handle your matter.
How to Make a Complaint
If you are dissatisfied with any aspect of our service, please contact us in writing with details of your concerns:
Mr Joseph Ryan
Ryans Solicitors Limited
The White House, Greenalls Avenue
Warrington, Cheshire, WA4 6HL
Email: compliance@ryanslaw.co.uk
Telephone: 0151 559 8449
Please include:
- Your full name
- File reference number (if known)
- A summary of your concerns
- Any relevant documents or correspondence
What Happens Next
Step 1 – Acknowledgement
We will acknowledge your complaint within 5 working days of receipt.
Step 2 – Investigation
Your complaint will be reviewed by a person who is independent of the matter where appropriate. We may contact you if further information is required.
Step 3 – Outcome
We aim to provide a written response setting out our findings and proposed resolution within 8 weeks of receiving your complaint. If we need additional time, we will explain why and provide an updated timescale.
If You Remain Dissatisfied — Legal Ombudsman
If we are unable to resolve your complaint, you may have the right to refer your complaint to the Legal Ombudsman.
The Legal Ombudsman expects complaints to be made:
- Within 6 months of receiving our final written response, and
- Generally within 1 year of the act or omission complained about, or 1 year from when you should reasonably have known there was cause for complaint.
Legal Ombudsman
PO Box 6167, Slough, SL1 0EH
Telephone: 0300 555 0333
Website: www.legalombudsman.org.uk
The Legal Ombudsman service is available to eligible complainants only.
Complaints About Conduct or Regulatory Issues
The Solicitors Regulation Authority (SRA) regulates solicitors and law firms in England and Wales. If your concern relates to conduct such as dishonesty, misuse of money, discrimination, or breaches of SRA standards, you may report the matter to the SRA.
Solicitors Regulation Authority
Website: www.sra.org.uk
The SRA generally does not deal with complaints about poor service.
Accessibility and Assistance
If you require this complaints procedure in an alternative format or need assistance making a complaint, please contact us and we will do our best to assist.
Review of this Procedure
This complaints procedure is reviewed periodically to ensure compliance with applicable regulations and best practice.