Regulatory Transparency

In line with the SRA’s regulatory requirements you will find set out below how to complain, should you want.

Complaints Policy

Robert Schon Tax and Estate Planning (the “Firm”) is committed to providing a high-quality of service to its clients, delivered promptly and efficiently. If a client is not satisfied with the Firm’s services or any issue relating to equality and diversity this policy and the following procedure shall apply. Therefore if you have a complaint, including in respect of the Firm’s bill, please let Robert Schon know as a matter of priority and he shall endeavour to resolve the issue.

Complaints procedure

  1. On receiving any complaint by you, you will be sent a letter of acknowledgment, and which shall ask for confirmation of some of the details behind the complaint. This letter will be sent with you within three working days of receipt of the complaint.
  2. Robert Schon will ask to meet with you or alternatively will organise a telephone conversation where the issues can be discussed.
  3. A file will be opened relating to the complaint recording all details and the issues discussed as referred to in paragraph 2 Robert Schon will consider the complaint further, and follow up with a letter setting out his position relating to the complaint.
  4. Robert Schon will aim to have the first meeting with you no later than 14 business days on first receiving your complaint and following such a meeting will set out his initial views by letter on the situation no later than five business days following the meeting.
  5. If you don’t wish to have a meeting or it is not possible to have such a meeting within the 14 day period Robert Schon will send you a detailed reply to your complaint which will include suggestions for resolution of the matter. You will be requested to respond to this reply within a reasonable period but not later than 21 business days following your receipt of the detailed reply.
  6. If a resolution is not possible or unlikely, Robert Schon may, with your written agreement, ask another independent solicitor to investigate your complaint and report to him within a reasonable time period. In referring to another such person Robert Schon will provide all information set out in the file, referred to in paragraph 3 above, but will keep you copied in on all correspondence. That other independent solicitor shall be Mr. Simon Newsham (“the Independent Solicitor”) and who is authorised and regulated by the Solicitors Regulation Authority. He would be bound by the Solicitors’ Code of Conduct 2011 and under which he must at all times act with integrity and independence.
  7. If at any time Robert Schon is in a position to offer a solution to your complaint he shall do so in writing and if relevant shall endeavour to take on board any recommendations made by the Independent Solicitor.
  8. If at this stage you remain dissatisfied you should contact Eile Gibson again in writing setting out your proposals to solve the issue which shall be carefully considered and responded to by Robert Schon within 10 business days of him receiving it.
  9. You should be aware that you may have a right to complain to the Legal Ombudsman at the conclusion of this complaints process, and that there may also be a right to object to the bill for the transaction in question by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974 but that if all or part of a bill remains unpaid the Firm may be entitled to charge interest.
  10. The Office of the Legal Service Ombudsman for England and Wales (OLSO), which deals with complaints from individuals, small businesses, charities, clubs and trusts, is based at the following address:-
    P O Box 6806
    Wolverhampton
    WV1 9WJ
    The website for the Legal Ombudsman for England and Wales is at www.legalombudman.or.uk which sets out its procedures for its handling of complaints about solicitors, including the three month deadline for making complaints.
  11. If the Legal Ombudsman is unable to deal with your complaint you may be entitled to complain to the Solicitors Regulation Authority whose address is at:-
    P O Box 6806
    Wolverhampton
    WV1 9WJ
  12. As dealing with complaints is an integral part of the Firm’s professional business any costs of handling a complaint shall not be charged to its clients and therefore you will not be charged for any costs associated with any complaint you make.