Policies

Rouse Legal Complaints Policy

• If you have any problems with, or complaints about, the service provided by the firm, 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.
• 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.
• If you are not satisfied with the response you receive from us for any reason you should contact the Legal Complaints Service. Their helpline number is 0845 608 6565 and their address is Victoria Court, 8 Dormer Place, Leamington Spa, CV32 5AE. Further information can be found on its website at http://www.legalcomplaints.org.uk/.