How to raise a complaint
Email contact@theraeburngroup.com with “Complaint” in the subject line. Please include your name, enough information to identify the matter, a concise explanation of what you believe went wrong, the outcome you are seeking and any key dates or documents. You do not need to use legal language.
We aim to acknowledge a complaint within 3 working days. If you need a communication adjustment, tell us what would help.
Complaints do not pause external deadlines
If your complaint relates to a live DWP, tribunal, court or other external deadline, tell us immediately. The existence of a complaint does not itself extend or suspend that deadline. We will distinguish complaint handling from any urgent step that may still need to be taken to preserve your position.
What we will do
We will record the complaint, preserve relevant material, identify any urgent safeguarding, data-protection or deadline issue, review the agreed scope and relevant communications, and consider whether our service met the terms that were agreed. Where reasonably possible, someone not directly responsible for the issue will review the complaint or the final response.
Our response
We aim to provide a substantive written response within 20 working days of receiving enough information to investigate the complaint. If that is not reasonably possible because the matter is unusually complex, material is outstanding or another investigation is required, we will explain the reason for the delay and give an updated timescale.
Our response will normally explain the complaint we understood, the material considered, our findings, any corrective action and any further route that appears relevant.
Possible remedies
Where a complaint is upheld in whole or in part, a proportionate remedy may include correcting work, providing missing information, improving a process, apologising, reducing or refunding an appropriate part of a fee, or another remedy suitable to the circumstances. A refund is not automatic merely because an outcome from the DWP or tribunal was unsuccessful.
External rights
Raeburn Welfare Advocates is not an SRA-authorised solicitors' firm. We therefore do not state that the SRA or Legal Ombudsman complaint routes applicable to an authorised solicitors' practice necessarily apply to our service. Nothing in this policy removes statutory consumer rights or any right to pursue a remedy through a court, regulator, alternative dispute-resolution body or public authority that actually has jurisdiction over the issue.
For concerns about the handling of personal data, you may have the right to complain to the Information Commissioner's Office. You can also contact us first so that we have an opportunity to investigate and address the concern.
Records and non-retaliation
Making a complaint will not by itself cause us to alter evidence, conceal records or retaliate against a client. We retain an appropriate complaint record and use substantiated findings to improve procedures where necessary.