0207 183 4833 or 07828 490 390

Complaints Policy & Procedures

Our complaints policy and procedures aim to strengthen the relationship between you and us. Through all our policies and practices, we continue to strive for an improved service and customer satisfaction. We would appreciate if you tell us what concerns you first to give us a chance to resolve any issue. This is the basis of our policy and procedures. We hope that you can refer our services and training to your family and friends.

 

A. Complaints Policy

1. Complaints may be made in writing, by e-mail, by telephone or in any other form in respect of a marketing service that we have provided and that is regulated under the Compensation Act 2006.

2. We consider and investigate all complaints that are made within our business history after you became aware of the cause of the complaint. However, we cannot guarantee that a resolution that involves all your records since some of our records may be legitimately destroyed. Our policy is not to store records that are we feel are no longer necessary for our business purposes and these may be legitimately destroyed. You may request to obtain all of your personal data through our Privacy Centre.

The steps in our procedure are as follows:

3. We will send you a written or electronic acknowledgment of a complaint within five business days of receipt. In our letter, we identify the person who will be handling the complaint about the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint and will have authority to settle the complaint.

4. Within four weeks of receiving a complaint, we will send you either:

a) a final response which adequately addresses the complaint;

or b) a holding response, which explains why we are not yet in a position to resolve the complaint.

Our response will indicate when we make further contact with you.

5. At eight weeks of receiving a complaint (or soon as possible after that) we will send you either:

a) a final response which adequately addresses the complaint; or

b) a response which explains why we are still not in a position to make a final response and gives reasons for the further delay; and

c) indicate when we expect to be able to provide a final response.

Our response will also inform you that you may refer the handling of the complaint to the Regulator (the Legal Ombudsman) if you are dissatisfied with the delay.

6. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible in line with our terms and conditions, and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.

Further Action

7. Finest Law provides legal services and legal marketing. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to the Legal Ombudsman, PO Box 6804, Wolverhampton, WV1 9WJ or email: cmc@legalombudsman.org.uk. For Legal Services providers write to Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ or email: enquiries@legalombudsman.org.uk

8. The Regulator can review the handling of the complaint and can give a direction on further handling of the complaint.

9. Please submit a request in writing or by email if you require a copy of our complaints policy & procedures.

Complaints Policy & Complaints Procedures (Cont.)

Users of our services are entitled to submit complaints to services that are regulated under the Compensation Act 2006. Our services are subject to these regulations. Any complaint submitted to us that is within the scope of the Legal Ombudsman Scheme Rules will be dealt with under these rules. These rules can be found on their website: www.legalombudsman.gov.uk. We will ensure that all parties concerned with the complaint are made aware of the complaint handling procedure and act in accordance with the procedures. This policy is a version of the essential clauses in our complaints procedures

Overview of process

1. We strive to provide the best service possible to you and we are open to feedback from you because we feel that this will enable us to improve our services to our users. Your feedback may be about how we provide our services but also about the quality of the services that you receive from other users who sign up for our services. As much as we would like to receive great feedback, we understand that we may receive some complaints about our services.

2. You are entitled to lodge your complaint by email, telephone or in person. However, we would like you also to express your grievances or concerns to us in writing as a follow up to any oral conversations. This will give us time to investigate and respond to your issues. We will, therefore, deal with an expression of dissatisfaction that you submit to us directly by telephone and/or in writing as appropriate.

3. We will acknowledge receipt of your complaint within 5 working days by email. A copy of our complaints handling procedure will also be emailed to you so you are aware of the timescale for the procedure.

4. We aim to respond to your concerns within one month of receiving the complaint. If we require more time, then we will contact you about this. Complaints will be received by the Business Manager. Please address all complaints in writing either by email to:info@finestlaw.co.uk and/or to the following address: Julie Andrew- Business Director, Finest law Ltd, Kemp House, City Road, London EC1V 2NX.

How we will investigate your complaint.

At eight weeks of receiving a complaint (or soon as possible after that) we will send you either:

a) a final response which adequately addresses the complaint; or

b) a response which explains why we are still not in a position to make a final response and gives reasons for the further delay.

We will indicate when we expect to be able to provide a final response.

Regulations

Our response will also inform you that you may refer the handling of the complaint to the Regulator (the Legal Ombudsman) if you are dissatisfied with the delay.

1. Where we decide that redress is appropriate, we will provide you with fair compensation or another form of redress for any acts or omissions for which we are responsible in line with our terms and conditions, and will comply with any reasonable offer of redress which you accept. Appropriate redress will not always involve financial redress.

2. If we cannot resolve your complaint, then we are likely to subcontract the service to our legal advisor. Alternatively, we may instruct another appropriate firm with the relevant competence to resolve the matter effectively. We will need your consent for this so that we can pass your information to a third party.

3. If you are not happy with the way that we have resolved your complaint, you have a right to lodge a complaint with the Legal Ombudsman. You must contact the Legal Ombudsman within 6 months of our final response or within 6 months of your last contact with us.

4. You should contact the Legal Ombudsman within 6 months of when you raised your legal concern. However, if 6 years have elapsed, then contact then within 3 years from when you last noticed the complaint.

5. Our services do not include any services that you agree to contract with any provider who advertises their services on our website. You are also entitled to complain to the Legal Ombudsman if you are dissatisfied with the services of a provider. Each service provider should have their own complaints procedure.

6. The contact details of the Legal Ombudsman are: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ or email: enquiries@legalombudsman.org.uk

Legal Services Act

We comply with the Legal Ombudsman in accordance with the Legal Services Act (2007).

We keep accurate records of all complaints handled. Our telephone calls may be recorded for monitoring and training purposes.

10. Either way, if we require more time to investigate your complaint further and provide a formal response, we will send you a receipt of your complaint within 8 weeks of receiving it. We will do our best to provide you with regular information if appropriate.

11. Our complaints policy can be accessed through our website.  If you would like a written copy of our complaints policy & procedures, we can send these to you. An administration fee of £10 is required for this request,

12. Please address all complaints to ‘The Business Manager, Kemp House, City Road, London EC1V 2NX. Alternatively, you may email your complaint to info@finestlaw.co.uk.

Contact Us

Our Newsletter

Translate »
Need Help? Chat with us