Roots Law Limited, registered in England with Company No. 11228696.
Authorised and regulated by the Solicitors Regulation Authority. SRA No. 666641.
VAT Registration No. 346 1456 03.
Authorised and regulated by the Solicitors Regulation Authority. SRA No. 666641.
VAT Registration No. 346 1456 03.
RESULTS WITH INTELLIGENCE
COMPLAINTS POLICY
ROOTS LAW LIMITED
Roots Law Limited
29 Lincoln's Inn Fields
London WC2A 3EG
29 Lincoln's Inn Fields
London WC2A 3EG
1. We aim to give all of our clients an efficient and effective service of high-quality legal advice and client care. In the event of any clear problem, you are entitled to complain and should make such complaint, in writing, by e-mail to Alex Korenkov at ak@roots.law. We will acknowledge receipt of such complaint within 7 days, provide a substantive response in writing within a further 14 days and take such further steps as may appear to us to be desirable for the sake of resolving the complaint, if possible, within a further 7 days thereafter. This procedure is available for all complaints, whatever the subject-matter, including any complaints about bills.
2. Under the Consumer Rights Act 2015 the expression "consumer" means an individual acting for purposes that are wholly or mainly outside that individual's trade, business, craft or profession. Where we use the expression in this Policy, it has the same meaning.
3. If you are a consumer or small business, and you remain dissatisfied at the conclusion of our complaints procedure set out above, you may be entitled to refer any matter or complaint to the complaints and redress system operated by the independent Legal Ombudsman whose contact details can be obtained by using the link: https://www.legalombudsman.org.uk Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.
4. From 1 April 2023, the time limits for referring a complaint to the Legal Ombudsman will be no later than:
• one year from the date of the act or omission being complained about; or
• one year from the date when the complainant should have realised that there was cause for complaint.
5. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
6. If your complaint is in relation to our bill, then there may also be a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman may not consider a complaint about our bill if you have applied to the court for assessment of the bill. Please note that if all or part of our bill remains unpaid, we reserve the right to charge interest.
2. Under the Consumer Rights Act 2015 the expression "consumer" means an individual acting for purposes that are wholly or mainly outside that individual's trade, business, craft or profession. Where we use the expression in this Policy, it has the same meaning.
3. If you are a consumer or small business, and you remain dissatisfied at the conclusion of our complaints procedure set out above, you may be entitled to refer any matter or complaint to the complaints and redress system operated by the independent Legal Ombudsman whose contact details can be obtained by using the link: https://www.legalombudsman.org.uk Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.
4. From 1 April 2023, the time limits for referring a complaint to the Legal Ombudsman will be no later than:
• one year from the date of the act or omission being complained about; or
• one year from the date when the complainant should have realised that there was cause for complaint.
5. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
6. If your complaint is in relation to our bill, then there may also be a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman may not consider a complaint about our bill if you have applied to the court for assessment of the bill. Please note that if all or part of our bill remains unpaid, we reserve the right to charge interest.