Refund and Complaints Policy

Refunds Procedure

Whether you wish to make a full complaint or simply want your money back, you can request a refund at any point by email.  Though few in number, the vast majority of clients seeking a refund do so for legitimate reasons (irrespective of who is at fault).  For this reason, we endeavour to approve such requests where it is generally fair to do so.

We will notify you once we’ve determined to issue you with a refund or not. If a refund is issued you’ll be refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us via email.

Complaints Procedure

We are committed to providing high-quality legal services to all of our clients. We believe that clients who are dissatisfied with any aspect of our service should be able to voice their concerns and have them addressed in a prompt, fair and efficient manner. We take complaints seriously and have a process in place to handle them appropriately.

Making a Complaint

If you are unhappy with any aspect of the service provided to you, you can make a complaint in writing, by email, or by phone.

Acknowledgment of Complaint

We will acknowledge your complaint promptly, within five working days of receiving it. Your complaint will be handled by a senior member of the team.

Investigation

We will investigate your complaint thoroughly, fairly and objectively. This may involve reviewing your file and obtaining any other relevant information. We will aim to complete our investigation as quickly as possible.

Response to Complaint

We will respond to your complaint in writing within 28 days of receiving it, unless we agree an alternative timescale with you. Our response will set out our findings, conclusions, and any action we propose to take as a result of your complaint. If we have made a mistake, we will apologize and explain what we are going to do to put things right.

Escalation

If you are not satisfied with our response, you may escalate your complaint to the Legal Ombudsman or the Solicitors Regulation Authority. We will provide you with details of how to do this, and we will cooperate fully with any investigation that follows.

Monitoring and Learning

We will monitor and analyse complaints to identify any recurring issues and to ensure that we learn from our mistakes. We will use this information to improve our service and to prevent similar issues from arising in the future.

Record-Keeping

A record will be kept of all complaints received and the actions taken in response to them. This will help to track trends, identify areas for improvement, and provide evidence of compliance with regulatory requirements.

We hope that you will never need to use this complaints policy. However, if you do have a complaint, we are committed to resolving it to your satisfaction, and will do everything we can to make the process as straightforward and stress-free as possible.