Complaints


Rouse & Co. International Complaints Policy

  • If you have any problems with, or complaints about, the service provided by the firm, the manner in which the service has been provided and/or the amount you have been charged, please first contact the person dealing with the matter, or, if you prefer, his or her supervising Executive. Their references should appear on any correspondence you have received from Rouse. If you are a client, you might alternatively contact your Global Client Manager. If you do not know who your Global Client Manager is, the person dealing with your matter and the supervising Executive will both be able to tell you and provide you with full contact details.
  • If you are unable to reach a satisfactory resolution in this way you are entitled to lodge a complaint. Our complaints process is extremely simple. We will reduce your complaint to writing, either by you setting it out in writing to us, or by us taking a note of what you tell us and sending that note to you to approve/amend. Your complaint will then be passed for investigation to an Executive who is not directly involved in the matter(s) in question.
  • We treat complaints extremely seriously and will make every effort to deal with your concerns speedily and effectively. We will investigate your complaint and respond to you as fully as possible and as soon as possible and in any event will aim to get back to you within 14 days. If, for whatever reason, we are unable to respond within 14 days, we will tell you why, and will inform you how soon we expect to be able to reply in full.
  • If you are unable to resolve your issues in this way, please contact Stuart Adams, or in his absence, Rupert Ross-Macdonald, both of whom are Executives in the firm.
Rouse Legal Complaints Policy
  • If you have any problems with, or complaints about, the service provided by the firm, the manner in which the service has been provided and/or the amount you have been charged please first contact the person dealing with the matter, or, if you prefer, his or her supervising partner. Their references should appear on any correspondence you have received from Rouse Legal. If you are a client, you might alternatively contact your Global Client Manager. If you do not know who your Global Client Manager is, the person dealing with your matter and the supervising partner will both be able to tell you and provide you with full contact details.
  • If you are unable to reach a satisfactory resolution in this way you are entitled to lodge a complaint. Our complaints process is extremely simple. We will reduce your complaint to writing, either by you setting it out in writing to us, or by us taking a note of what you tell us and sending that note to you to approve/amend. Your complaint will then be passed for investigation to a partner who is not directly involved in the matter(s) in question.
  • We treat complaints extremely seriously and will make every effort to deal with your concerns speedily and effectively. We will investigate your complaint and respond to you as fully as possible and as soon as possible and in any event will aim to get back to you within 14 days. If, for whatever reason, we are unable to respond within 14 days, we will tell you why, and will inform you how soon we expect to be able to reply in full.
  • If you are unable to resolve your issues in this way, please contact Stuart Adams, or in his absence, Rupert Ross-Macdonald, both of whom are Partners of the firm.
  • You may have a right to object to a bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974.
  • If all or any part of a bill remains unpaid we may be entitled to charge interest.
  • If you are not satisfied with the response you receive from us for any reason you are entitled to contact the Legal Ombudsman. The Legal Ombudsman will usually only accept a complaint after we have had eight weeks to try to resolve it ourselves. You can contact the Legal Ombudsman at:-

    PO Box 6806
    Wolverhampton
    WV1 9WJ

    tel: 0300 555 0333
    email: enquiries@legalombudsman.org.uk
    website: http://www.legalombudsman.org.uk/