Vestra Lawyers Complaints Handling Procedure
Vestra Lawyers are committed to providing an excellent and high level of service. However, if at any point you are dissatisfied or concerned with the service you have received you should tell us immediately so we can do our best to resolve the problem.
Our complaints procedure is as follows:
Step one:
If you wish to raise a complaint, this should be sent in writing stating your complaint to:
Mr Raashid Hussain
Vestra Lawyers
Quadrant Court
51-52 Calthorpe Road
Edgbaston
Birmingham
B15 1TH
Step two:
We will write to you acknowledging your complaint within five working days.
Step three:
We will investigate the matter by reviewing the matter file and speaking to the member of staff concerned within ten working days of acknowledging receipt of your complaint. If, for some reason, the matter cannot be investigated in this timeframe, we will then write to you notifying you of this together with the reason why and giving a revised timescale.
Once the investigation has been completed we will send you a detailed, written response including any proposed solution. As per our regulatory obligations we reserve the right to do so within a timescale of no less than eight weeks however we shall endeavour to do so instead within 21 working days of sending you the letter acknowledging receipt of your complaint.
Step four:
If you are satisfied with our response in step three above, that will be the end of the matter.
If you are not satisfied with our response, you may then ask the Legal Ombudsman to consider the complaint. The Legal Ombudsman may be contacted at PO Box 6167, Slough, SL1 0EH or you can visit their website: www.legalombudsman.org.uk.
Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of you having received a final written response from us about your complaint or no more than one year from the date of act/omission or no more than one year from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them:
Contact details
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6167, Slough, SL1 0EH
Alternatively if you are concerned about our behaviour which includes acting dishonestly, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic, you can raise your concerns with the Solicitors Regulation Authority who may be able to help.