Introduction
Romiro Law Ltd is committed to delivering a high standard of legal service to all clients. We have a formal complaints procedure designed to ensure that any concerns are dealt with promptly, fairly, and effectively.
If you are dissatisfied with any aspect of the service you have received from Romiro Law Ltd (the “Firm”, “we” or “us”), please follow the procedure outlined below so that we can investigate and address your concerns appropriately.
How to raise a complaint
If you are dissatisfied with the advice or service you have received, we recommend that you first raise the matter with the partner responsible for your work, as this may allow the issue to be resolved quickly and informally.
If you would prefer not to do so, or if the issue has not been resolved to your satisfaction, you may contact one of the Firm’s complaints handling officers:
David Jones: info@romirolaw.com
We encourage you to contact us by email where possible. However, you may also contact us by telephone using the numbers above or by post (marked for the attention of either of the complaints handling officers) at: Suite 10, Olympic Legacy Park, Worksop Road, Sheffield, S9 3TL.
Information to include
When submitting a complaint, please provide full details of the matter, including:
- Your full name and contact details;
- A clear explanation of what you believe we have done wrong; and
- How you would like your complaint to be resolved.
Providing this information will help us investigate your complaint thoroughly and respond as efficiently as possible.
What we will do once we receive your complaint
We will acknowledge receipt of your complaint promptly. Our acknowledgement will include a copy of this complaints procedure and will confirm in writing:
- that we are treating your communication as a formal complaint under our complaints handling procedure
- how your complaint will be handled;
- the timescale for providing you with a formal response; and
- the name of the person at the Firm responsible for dealing with your complaint.
We may ask you for further information to assist our investigation. Subject to receiving any additional information we require, we will investigate your complaint and provide you with a written response within 21 working days of receipt. Our response will set out our conclusions and any action we have taken or propose to take.
Where appropriate, we may invite you to a meeting to discuss your complaint. Attendance is entirely optional. If you prefer, or if a meeting is not convenient, we will be happy to discuss the matter by telephone or video conference.
In some cases, it may not be possible to complete our investigation and provide a full response within 21 working days. If this happens, we will write to you on or before the twenty-first working day to provide a progress update and confirm a revised timescale. In all cases, we aim to resolve complaints within ten weeks.
At the conclusion of our investigation, we will ask you to confirm whether your complaint has been resolved to your satisfaction.
Please note that we will not charge you for the time spent dealing with your complaint.
Legal Ombudsman
If you remain dissatisfied with our response to your complaint, you may be entitled to refer the matter to the Legal Ombudsman, an independent body that considers complaints about legal services. The Legal Ombudsman’s service is free of charge.
You may be eligible to complain to the Legal Ombudsman if you are:
- an individual;
- a business with fewer than 10 employees and a turnover or balance sheet total below the applicable threshold;
- a charity or trust with an annual income of less than £1 million; or
- otherwise eligible under the Legal Ombudsman’s rules (further details are available at www.legalombudsman.org.uk).
The Legal Ombudsman will consider your complaint independently. Referring a complaint to the Legal Ombudsman will not affect how we handle your matter.
Where you are eligible, the Legal Ombudsman expects complaints to be made:
- within six months of the conclusion of our complaint’s procedure; and
- no more than one year from the date of the act or omission complained about, or one year from when you should reasonably have become aware that there was cause for complaint.
You can contact the Legal Ombudsman as follows:
Telephone: 0300 555 0333
From outside the UK: +44 121 245 3050
Email: enquiries@legalombudsman.org.uk
Post: PO Box 6167, Slough SL1 0EH
Complaints about conduct or behaviour
The Solicitors Regulation Authority (SRA) regulates solicitors and law firms in England and Wales. The SRA can assist if you have concerns about the conduct or behaviour of the Firm or its staff, rather than the quality of the service you have received.
Examples of conduct-related concerns include suspected dishonesty, misuse of client money, or unfair treatment (for example, discrimination based on a protected characteristic under equality legislation).
Further information about raising a concern with the SRA is available on its website: