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Complaints Procedure

At RJM Solicitors, we strive to provide exceptional legal services to our clients. However, we understand that there may be instances where you are dissatisfied with our service and wish to make a complaint. This Complaints Policy outlines our procedures for handling and resolving complaints.

How to make a complaint:

 

If you have a complaint, please contact us as soon as possible through one of the following methods:

  • By phone: 01685 373721

  • By email: RJM Solicitors, 1st & 2nd Floors, 34 Victoria St, Merthyr Tydfil, CF47 8BW

  • By post: info@RJMsolicitors.co.uk

Please provide us with the details of your complaint, including relevant documents and any supporting information.

1. Acknowledgment and investigation:

 

Upon receiving your complaint, we will acknowledge it promptly, usually within 48 hours. We will assign a designated person to handle your complaint and conduct a thorough investigation. They will review all relevant information and communicate with you to gather any additional details if necessary.

 

2. Resolution and response:

 

We aim to resolve complaints efficiently and to your satisfaction. Once the investigation is complete, we will provide you with a written response that addresses the issues raised in your complaint. This response will be provided within 7 working days, unless there are exceptional circumstances that require more time. If additional time is needed, we will inform you and provide an estimated timeframe for the response.

 

3. Further steps:

 

If you remain dissatisfied with our response, you may request a review of your complaint by a senior member of our firm. They will conduct an independent review and provide a final written response. Alternatively, you may choose to escalate your complaint to the relevant regulatory authority or ombudsman.

 

4. Confidentiality and data protection:

 

We will handle your complaint confidentially and in accordance with applicable data protection laws. Your personal information will only be used for the purpose of investigating and responding to your complaint.

 

5. Continuous improvement:

 

We value your feedback and see complaints as an opportunity to improve our services. We will use the insights gained from complaints to identify areas for improvement and implement appropriate measures.

Contact us:

 

If you have any questions or need assistance regarding our Complaints Policy, please contact us using the following details:

  • Phone: 01685 373721

  • Email:  info@RJMsolicitors.co.uk

  • Post:  RJM Solicitors, 1st & 2nd Floors, 34 Victoria St, Merthyr Tydfil, CF47 8BW

We are committed to addressing your concerns promptly and ensuring a fair and transparent resolution process.

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