Complaints Procedure

A)      If you are a customer of one of our Clients

Please let us know if you are dissatisfied about the way we have dealt with your account.

You can do this by telephoning us and speaking with any of our Case Managers who will be able to help you. Alternatively you can write to us at;

Complaints Department
Restons Solicitors Limited

Trinity Chambers
800 Mandarin Court
Centre Park

 Please quote our reference for your account which appears on the correspondence you have received from us.

We will investigate any issue you raise fairly and promptly.

We aim to resolve any issue(s) you raise at the earliest possible opportunity or by close of business on the second working day after you raised it with us.

If this is not possible we will promptly write to you to confirm that we are dealing with the issue(s) you have raised and the proposed date by which you can expect a full written response.

We will then keep you informed on what progress we have made with our investigations into the issue you have raised.

At the very latest we will provide, (in writing), our final response within 8 weeks from the date you raised the issue with us.

B)       If you are a Client of Restons                                

Our Client Complaint handling consists of the following:-

 i)          Acknowledgement – Nigel Coe, RSL’s Managing Director is the firm’s Complaints Handling Officer for the purposes of Client complaints.  Each complaint should be forwarded to Mr Coe or in his absence, Mr Bouchier who is the firm’s Compliance Officer for Legal Practice.  All complaints whether communicated to us by letter, telephone, electronic mail will be acknowledged within 2 working days of receipt. The acknowledgement letter will contain details of our Complaints Policy.

ii)         Investigation – the investigation  into the complaint will be impartial and undertaken by Mr Coe unless it can be fairly said that Mr Coe is somehow involved in the subject matter of the complaint in which case the complaint will be investigated by Mr Bouchier who is the firm’s Compliance Officer for Legal Practice.

iii)        Where necessary seek further information about the complaint.

iv)        Report/Response Letter - This letter will be sent within 28 days from receipt of your complaint or 14 days from the date we have received further (requested by us pursuant to Eiii above) information from you:-

a)         Summarise our understanding of the complaint.

b)         Explain the nature of the investigation which has been carried out and if necessary identify who within our firm you have spoken to.

c)         If the complaint is accepted, explain what we have done to put matters right and where appropriate what form of redress will be given to you.

d)         If the complaint is not accepted – an explanation as to why.

e)         Confirm that you have the right to contact the Legal Ombudsman (details set out below) at the end of the complaints process.

 v)         Request for a Review – In the event you ask us to review our response to your compliant or you reject our previous offer of redress we will arrange for either the COLP to review any decision taken by the Managing Director or the Managing Director to review any decision taken by the COLP. We will write to you within 14 days of your request for a review and provide our Final Response and remind you of the right to refer the matter to the Legal Ombudsman Service.


The Legal Ombudsman administers a scheme to handle complaints from Clients and in certain circumstances complaints from third parties. You should be aware that there are exclusions to the scheme and RSL’s Clients may not qualify under it.

The Legal Ombudsman Scheme only comes into operation after the complaints procedure operated by RSL has been completed and a "Final Response" letter issued.  A complaint to the LOS must be made within 6 months from the “Final Response Letter”.

The address for the LOS is as follows:-

PO Box 6806, Wolverhampton, WV1 9WJ.
Minicom call: 0300 555 1777
Telephone: 0300 555 0333 (overseas, please call +44 121 245 3050)


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