Complaints Procedure - Vista
Complaints Procedure

Complaints Procedure

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 [email protected].

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.


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.

Time Limits

You must complain within 12 months of the date of the incident you are complaining about.


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.

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