Complaints Policy
At Villars Legal Limited, we value our clients and strive to provide high-quality legal services. We understand that, occasionally, concerns or issues may arise, and we are committed to addressing them promptly and effectively. This Complaint Policy outlines the steps to follow when making a complaint and the process we follow to resolve complaints in a fair and satisfactory manner.
Lodging a Complaint
Clients who wish to make a complaint about any aspect of our services or my conduct can do so by following these steps:
Contact us: Initially, we encourage clients to raise their concerns directly with Talita Villars. This can be done by phone or email.
Provide relevant details: When making a complaint, please provide specific details of the issue, including dates, names of individuals involved, and any supporting documents or evidence.
Complaint acknowledgement: We will acknowledge receipt of the complaint within 5 working days of receiving it.
Complaint Handling: Once a complaint has been received, we will follow these steps to handle the matter:
Investigation
We will conduct a thorough investigation into the complaint, considering all relevant information and seeking clarification from all parties involved, if necessary.
Communication
We will keep the client informed throughout the process, providing regular updates on the progress of the investigation and any actions taken.
Resolution
Our goal is to resolve complaints promptly and fairly. We will make every effort to find a satisfactory solution, taking into account the nature of the complaint and the best interests of the client.
Escalation to Legal Ombudsman
If a client feels that their complaint has not been resolved to their satisfaction, they have the option to report their complaint to the Legal Ombudsman. The Legal Ombudsman is an independent organization that investigates complaints about legal services.
Clients must usually refer their complaint to the Legal Ombudsman within six months of receiving a final response from us, or within six years of the act or omission giving rise to the complaint, or within three years from when the client should have known about the issue.
Clients can contact the Legal Ombudsman at the following address:
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Tel: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
Timeframe for Resolution
We aim to resolve complaints as quickly as possible. However, the timeframe for resolution may vary depending on the complexity of the issue. We will provide regular updates to the client on the progress and estimated timeline for resolution. If we are unable to resolve the complaint within a reasonable timeframe, we will explain the reasons for the delay and provide a revised timeline.
Confidentiality
All complaints and related information will be treated with the utmost confidentiality. We will only share the details of the complaint with individuals directly involved in the investigation and resolution process.
Continuous Improvement
We view complaints as an opportunity to learn and improve my services. We will use feedback from complaints to identify areas for improvement and take appropriate action to prevent similar issues from recurring.
Please note that this Complaint Policy is provided for informational purposes and does not affect your statutory rights.