Our Policy
We are committed to providing our clients with the highest quality of service. If you have any concerns about the service you have received, it is important that you let us know. All complaints will be handled according to this procedure.
If you have a complaint, you can contact the lawyer handling your case or their supervisor. If you would rather not contact them directly, you can reach out to our Client Care Partner at complaints@vista-online.co.uk.
What to Include in Your Complaint
When you make a complaint, please include the following information:
- Your name, address and contact details.
- The name of the person you are complaining about.
- The date and nature of the incident you are complaining about.
- Your specific concerns.
How do we handle complaints?
We will acknowledge your complaint within 5 working days. We may ask you to clarify some details.
We will appoint someone to review your file and investigate the complaint. The investigator will gather information from both the complainant and the person or people who are being complained about.
Outcome
We will respond to you within 8 weeks of the date you submitted your complaint. Failure to provide clarification requested may result in a delay to the response. If it is not possible to provide a response within 8 weeks, we will write to you to explain the delay and provide an estimated date for when you can expect to hear from us.
If you are still not satisfied with the outcome of your complaint, you may be able to refer your complaint to the Legal Ombudsman. The Legal Ombudsman is an independent body that can help you resolve complaints about legal services. You can contact the Legal Ombudsman on by telephone on 0300 555 0333, by email on enquiries@legalombudsman.org.uk, by post at PO Box 6806, Wolverhampton, WV1 9WJ or visit their website at www.legalombudsman.org.uk. You must contact the Legal Ombudsman within 6 months of receiving your outcome.
We are regulated by the Solicitors Regulation Authority (SRA). If you have any concerns about our firm or any of our staff, you can complain to the SRA. The SRA deals with complaints about conduct, while the Legal Ombudsman deals with complaints about the services we provide or our fees. The SRA website has further information.
Time Limits
You must complain within 12 months of the date of the incident you are complaining about. If you do not complain within this time, you may still be able to complain to the Legal Ombudsman, but they may not be able to help you.
Confidentiality
We will treat your complaint confidentially. We will only share information about your complaint with those who need to know about it in order to investigate and resolve your complaint.
We Value Your Feedback
We value your feedback and we use it to improve the quality of our service. If you have any suggestions on how we can improve, please let us know.