Complaints Policy

At RTC Assist, we strive to provide you with the best possible service. However, if you ever become unhappy or have concerns about the service we have provided, please inform us immediately so that we can address the issue promptly.

In the first instance, we recommend contacting the person handling your case to discuss your concerns. We will make every effort to resolve any issues and ensure your satisfaction. If you wish to make a formal complaint, please refer to our full complaints procedure. Rest assured that making a complaint will not affect the handling of your case.

What to do if your complaint remains unresolved

If we are unable to resolve your complaint to your satisfaction, you have the option to seek assistance from the Legal Ombudsman. The Legal Ombudsman is an independent body that will impartially review your complaint. Their involvement will not affect the handling of your case by us.

Before the Legal Ombudsman can investigate your complaint, they will check if you have attempted to resolve the issue with us first. If you have done so and remain dissatisfied, you can contact the Legal Ombudsman:

• Within six months of receiving our final response to your complaint
• No more than six years from the date of the act/omission, or
• No more than three years from when you reasonably should have known about the cause for complaint.

For more information about the Legal Ombudsman, please get in touch with them using the following contact details:

Visit: www.legalombudsman.org.uk Call: 0300 555 0333 (Monday to Friday, 9:00 to 17:00) Email: [email protected] Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

The Solicitors Regulation Authority (SRA) can assist you if you suspect any conduct by an individual or the firm that breaches the SRA Handbook/Code of Conduct. Visit their website to learn more about raising your concerns with the Solicitors Regulation Authority.