Complaints Policy

Complaints Policy

Unfair-Dismissal UK
(a trading name of RGF Lawyers Limited)
Version: 1.1
Last updated: January 2026

1. Our Commitment to You

RGF Lawyers Limited is committed to providing a high standard of service at all times. We value feedback and complaints because they help us improve our service and address concerns promptly and fairly.

This policy explains how you can raise a complaint about Unfair-Dismissal UK, what we will do when a complaint is received, and what options are available to you if you remain dissatisfied.

2. Regulatory Status

Unfair-Dismissal UK is a trading name of RGF Lawyers Limited, a law firm authorised and regulated by the Solicitors Regulation Authority (SRA).

This Complaints Policy is issued in accordance with the SRA Standards and Regulations and applies to complaints relating to:

  • the operation of the Unfair-Dismissal UK website;
  • pre-engagement communications and handling of enquiries; and
  • legal services provided by RGF Lawyers Limited, where applicable.

3. What You Can Complain About

You may raise a complaint if you are dissatisfied with any aspect of our service, including (but not limited to) concerns relating to the way your enquiry was handled, delays or failures in communication, the clarity or accuracy of information provided, the conduct or professionalism of our staff, technical issues with the website, or concerns about how your personal data has been handled.

If RGF Lawyers Limited has accepted instructions to act for you, this policy also applies to complaints about the legal services provided.

4. How to Raise a Complaint

Wherever possible, we encourage you to raise concerns informally in the first instance, as many issues can be resolved quickly without the need for a formal complaint.

If the issue cannot be resolved informally, or if you would prefer to raise a formal complaint, you may do so by contacting us by email at: Gareth.Pope@RGFLawyers.co.uk

To help us investigate your complaint, please provide:

  • your name and contact details
  • a description of what has gone wrong
  • when the issue occurred
  • who was involved (if known)
  • what outcome you are seeking

5. Acknowledgement and Investigation

We will acknowledge receipt of your complaint in writing within seven days of receiving it.

Your complaint will be investigated fairly and independently of the matter to which it relates. This may involve reviewing relevant records, speaking to staff involved, and, where appropriate, discussing the issues with you to better understand your concerns.

If we require further information from you, we will let you know promptly.

6. Timescales and Final Response

We aim to complete our investigation and provide you with a Final Response within eight weeks of receiving your complaint.

If it becomes clear that we cannot provide a Final Response within this timeframe, we will explain the reasons for the delay and keep you updated.

Our Final Response will set out:

  • the outcome of our investigation
  • our conclusions
  • any proposed remedy or resolution (where appropriate)
  • details of your right to refer the complaint to the Legal Ombudsman if you remain dissatisfied

We will not charge you for investigating or responding to your complaint.

7. Possible Outcomes

If we conclude that our service has fallen below the standard you were entitled to expect, we will apologise and may offer an explanation, corrective action, service improvements, or other appropriate steps to resolve the issue.

If we conclude that the complaint is unfounded, we will explain our reasons clearly.

8. Effect on Ongoing Matters

Making a complaint will not affect any ongoing work we are carrying out for you, provided that no conflict of interests arises and you continue to comply with the terms of any engagement.

Complaints are handled independently from legal work wherever possible.

9. Complaints About Costs

If your complaint relates to a bill, our invoices remain payable in accordance with our terms of business while the complaint is investigated. However, if the outcome of the complaint justifies an adjustment or refund, this will be made promptly.

You may also have the right to apply to the court for assessment of costs under Part III of the Solicitors Act 1974. If you do so, the Legal Ombudsman may be unable to consider the same issues.

10. What If You Remain Dissatisfied?

If you remain dissatisfied after receiving our Final Response, or if we have not provided a Final Response within eight weeks, you may be entitled to refer your complaint to the Legal Ombudsman, provided you are eligible under their Scheme Rules.

You must normally refer your complaint to the Legal Ombudsman within six months of the date of our Final Response and within the applicable overall time limits.

Legal Ombudsman Contact Details

Website: www.legalombudsman.org.uk
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Post: PO Box 6806, Wolverhampton, WV1 9WJ

11. Concerns About Professional Misconduct

The Legal Ombudsman deals with complaints about service quality. If you have concerns about professional misconduct by a solicitor or law firm, you may contact the Solicitors Regulation Authority.

Information about reporting concerns is available at: www.sra.org.uk/consumers/problems/report-solicitor/

12. Alternative Dispute Resolution

Other alternative dispute resolution providers exist. However, RGF Lawyers Limited considers the Legal Ombudsman to be the most appropriate independent body for resolving complaints about legal services and does not agree to use an alternative ADR provider.

13. Changes to This Policy

We may update this Complaints Policy from time to time. The most recent version will always be published on our website.

14. Contact Details

RGF Lawyers Limited
Trading as Unfair-Dismissal UK
Email: Gareth.Pope@RGFLawyers.co.uk
Business hours: Monday to Friday, 9am to 5pm