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Complaints Procedure

At RLS Legal, we aim to provide every client with an efficient and professional service.

However, we understand that sometimes things don’t go as expected. If you are unhappy with any aspect of our service, please let us know — we take all complaints seriously and use them to improve what we do.

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How to Make a Complaint


You can make a complaint by contacting us:


Email: contact@rlslegal.online

Address:

 

Rapid Commercial Solutions

Warwick Mill Business Centre

Warwick Bridge

Cumbria 

CA4 8RR


Please include:

  • Your full name and contact details

  • Any case or reference number (if known)

  • Details of your complaint and what outcome you would like



Step 1: Acknowledgement
We will acknowledge your complaint within 3 business days of receiving it.

Our acknowledgement confirms that your complaint has been received and is being handled in line with our procedure.


Step 2: Investigation

Your complaint will be reviewed by a senior member of staff who has not been directly involved in your case.
As part of the investigation, we will:
 

  • Review all relevant emails, letters, and documents

  • Listen to any call recordings linked to your case

  • Contact you if we need any further information


We aim to ensure that every complaint is investigated fairly and thoroughly.

Step 3: Formal Response

We will send you a formal written response within 28 calendar days of acknowledging your complaint.
This response will explain:
 

  • What we found during the investigation

  • Any action we are taking to put things right

  • How you can discuss the findings with us if you are not satisfied


If we are unable to provide a full response within 28 days, we will write to explain the delay and tell you when you can expect an update.

Step 4: Discussion with the Director


After receiving our written response, you will be invited to speak directly with our Managing Director to discuss the outcome.

This gives you the opportunity to raise any remaining concerns and helps ensure that your complaint is fully understood and resolved wherever possible.


Step 5: Escalation


If you remain unhappy after speaking with the Director, you can take your complaint to the Legal Ombudsman:
The Legal Ombudsman

PO Box 6806, Wolverhampton, WV1 9WJ

Website: www.legalombudsman.org.uk

Phone: 0300 555 0333

Email: enquiries@legalombudsman.org.uk
You must usually contact the Legal Ombudsman within:
 

  • 6 months of our final response, and

  • 1 year of the act or issue you are complaining about (or when you became aware of it).


Our Commitment
We keep a record of all complaints and outcomes to help us continually improve our service.

Every complaint is treated confidentially, fairly, and in accordance with our professional obligations.

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