Our complaints policy.

We are committed to providing a high quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us improve our standards.

If you have a complaint, please contact us with the details. We do ask that complaints are put in writing. You can write to Julie Rowan who handles all complaints against the firm:

Rowan & Sproull Limited, 42 Fore Street, Bodmin, Cornwall PL31 2HW
Tel: 01208 72328
Email Julie Rowan
Email Julie’s Assistant, Katrina Tabb

 

What will happen next?

  1. We will send you a letter or email acknowledging receipt of your complaint within three business days of receiving it.

  2. We will then investigate your complaint. This will normally involve passing your complaint and the relevant file to Julie Rowan who will review the file and speak to the member of staff who dealt with your case.

  3. Julie Rowan will then write to you to set out the results of her review. She will normally outline the areas about which she understands you are concerned and her view on each of those matters. If she thinks it appropriate, Julie Rowan may invite you to a meeting to discuss matters in more detail. If you would like to have a meeting, please feel free to request one.

  4. Whether or not a meeting takes place, Julie Rowan will make her suggestions for resolving the matter.

  5. If you are still not satisfied, you should contact Julie Rowan again and we will arrange for another Director of Rowan & Sproull Limited or someone unconnected with the matter at the firm to review Julie Rowan’s decision. Alternatively, we may arrange for your concerns to be reviewed by another local solicitor or refer the matter, with your agreement, to an appropriate mediation service.

  6. We will write to you within fourteen days of receiving your request for a review confirming our final position on your complaint and explaining our reasons.

  7. If you are still not satisfied, you can contact the Legal Ombudsman about your complaint. Their details are:

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
enquiries@legalombudsman.org.uk

Tel 0300 555 0 333

Normally you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within one year of the act or omission about which you are complaining occurred, or within one year of when you should reasonably have been aware that there was a cause for complaint.

For further information, you should contact the Legal Ombudsman on the above number or email.

Rowan & Sproull © 2025