Complaints Process

We are committed to providing a high-quality legal guidance and administration service to all our clients. We hope that you never need to complain but like all professional businesses we have a comprehensive complaints procedure. When something goes wrong we need you to tell us about it, so that we can sort out any issues and make sure it never happens again. If you need to contact us to make a complaint, please see our complaints policy & procedure below:

Complaints Handling and Reporting;

When something goes wrong, we need you to tell us about it in order we can find out what happened, then ensure it is put right.

Client feedback and complaints;

As we are committed to providing a high-quality service to all our clients, we value your feedback greatly because it helps us to continually improve our services If you do not feel that you are receiving excellent client service, or that something could be improved, please do tell us about it. If we have fallen short of the high standards we have set for ourselves then we would like the opportunity to put things right.

How to give feedback or make a complaint;

Wherever possible it would be helpful if you could discuss any feedback or concerns with the consultant dealing with your file first, as they may be able to resolve your concerns without the need for a formal complaint. A complaint is a written expression of dissatisfaction which alleges that you (the complainant) has suffered (or may suffer) financial loss, distress, inconvenience or other detriment. If you are unhappy with the service provided or you are dissatisfied with anything we have done or failed to do for you, you must feel free to complain to us. Even if you are just worried or confused, please feel free to use this complaint procedure. Making a complaint will not prejudice anything we are doing for you. You may also use this complaints procedure if you think that we have been unreasonable in refusing to act for you.

Our complaints procedure;

If you have a complaint, please contact us with full details so that this may be fully investigated. You can do this by letter and or email addressed to Mica D’Souza at info@veracitylawinternational.co.uk

What will happen next?

We hope it is obvious, but we will not charge you for dealing with your complaint.
We will send you a letter acknowledging receipt of your written complaint normally within 7 days of receipt of the letter or e-mail.
We will then investigate your complaint. This will be undertaken by the partners of the company.
We will then either send to you a detailed written reply including, if appropriate, our suggestions for resolving the matter or invite you to a meeting to discuss your complaint, normally within 21 days of sending you the acknowledgment.
If your complaint is upheld, we will acknowledge this and explain what we think is an appropriate and proportionate response. Where appropriate this may involve a remedy (which might be financial or non-financial) that we believe compensates you for the loss and/or inconvenience that you have suffered.
Please remember that during any investigation you remain liable for all outstanding fees and are still bound at all times to your signed Consent of Authorisation Agreement of Instruction which binds you to our Terms & Conditions.

What to do if we cannot resolve your complaint?

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case. We are not however regulated by the Solicitors Regulation Authority as we are not and never have been purporting to act as solicitors. We do not operate or provide our administration services in any reserved areas of law under the Jurisdiction of England & Wales. We provide guidance only; we do not and can not provide any legal advice.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

Within six months of receiving our final response to your complaint
No more than one year from the date of the act or omission being complained about; or
No more than one year from the date when you should reasonably have known that there was cause for complaint.

For more information about the Legal Ombudsman contact: