Our Complaints Procedure
We, at the Steele Rose group are committed to providing a professional, efficient, and courteous service to all our clients. If you feel that we have failed to achieve an acceptable standard of service, then we would like to know about it in order to monitor and improve our quality of services. We will investigate your concerns and try to generate a positive and prompt solution.
Any expression of dissatisfaction about the service you have received from Steele Rose Ltd (Steele Rose Law/Steele Rose Trust Corporation) will be considered seriously and we will ensure that we respond promptly to any complaint raised.
What to do if you have a complaint
Please report your concerns to the person dealing with your file and if you are not happy with the reply provided then you can refer the matter to their supervising partner or manager.
The supervising partner or manager will consider your complaint and carry out an investigation. They will provide a proposed solution within fourteen business days. If the matter is complex and it takes longer to deal with your complaint, we will contact you within that time to give you an approximate timescale of when you can expect a response.
Who will hear your complaint?
You should make it clear within your complaint who your grievance is with. We will do our best to assign the subsequent investigation to the managing partner/director who is responsible for this area, or; in the case that your grievance directly relates to this person, we will assign the investigation to a non-interested member of the leadership team.
How to begin
Please, if possible, try to write a detailed account of your grievance and in chronological order. If there are supporting documents needed, then please attach these to the email or post these along with your account. You should direct these to:
Private: Complaints Handler
6-9 Deans Farm
Stratford Sub Castle
Wiltshire SP1 3YP