Complaints procedure

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards of service.

Juliet Levy will be the partner who has overall responsibility for managing the relationship between this firm and you and for the proper conduct and supervision of all matters that we undertake for you.

If you are unhappy about any aspect of the service that you have received or about the bill, please contact Juliet Levy on 0777 1976230 or juliet@retailleasing.co.uk. We actively encourage an open dialogue with clients about all aspects of our performance. You will not be charged for the investigation into your complaint.

If we find evidence of poor service, we will seek to provide an appropriate remedy. This may include:

  • an apology

  • compensation for loss suffered

  • compensation for inconvenience, distress or both

  • putting things right

  • reducing the bill or limiting the fees

If we find that there has been no poor service, we will fully explain why we have come to this conclusion.

 

Legal Ombudsman

If you are dissatisfied with our handling of your complaint, you can ask the Legal Ombusdman (LeO) to investigate. The LeO is an independent complaints body established under the Legal Services Act, which can investigate your complaint about the service you have received from us.

The LeO expects complaints to be referred to them within one year of the date upon which the act or omission about which you are concerned about took place, or within one year of the date upon which you realised that there was a concern. You must also refer your complaint to the LeO within six months of our final response.

 

You can contact the LeO:

Full details of the LeO Scheme can be found on their website:

www.legalombudsman.org.uk

 

Solicitors Regulation Authority

The Solicitors Regulation Authority (SRA) can also help if you are concerned about our professional conduct or behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Visit the SRA’s website to see how you can raise your concerns www.sra.org.uk

The postal address is Solicitors Regulation Authority The Cube 199 Wharfside Street Birmingham B1 1RN. You may also telephone them on 0370 606 2555 or email them at report@sra.org.uk

You may also have the right to object to a bill and apply for the assessment of a bill under Part III of the Solicitors Act 1974.

 

Retail Leasing Ltd is authorised and regulated by the Solicitors Regulation Authority Number 8007008. Retail Leasing is the trading name of Retail Leasing Ltd registered in England (Company Number 15331591). Registered office 5 Hartsbourne Close Bushey Heath Hertfordshire W23 1SA