Veritas Solicitors LLP

Complaints Procedure

Complaints Policy

Veritas Solicitors pride themselves on providing the highest standard of service and exceeding our clients expectations. However, if you believe the quality of service provided is in any way not to your liking, we endeavour to establish the cause of your issues, ascertain a solution and work with you to restore your faith in our firm.

Lodging a complaint with Veritas Solicitors

The Firms Complaints Procedure is designed to address any specific concerns our customers have that relate to the quality of customer service provided by our staff.

Examples may include:

The procedures below explain how you can make a complaint about the rendered quality of our service. Please note that there are separate complaints procedures in place for any dealings with us outlined below.

Making a complaint against the firm

Our aim is to resolve any complaint efficiently and you are intiiallyinvited to bring any matter of concern to the attention of the individual with whom you have been dealing. However, if you still feel dissatisfied after this approach, you may initiate a formal complaint in writing.

Formal Procedures — Step 1

All formal complaints should be in writing. Please provide as much information as possible along with contact details, such as your name, telephone number and postal address. We will handle any personal data you provide in accordance with the Data Protection Act 1998.

You can write to us at the following address:
Complaints Officer
Veritas Solicitors LLP, City View House, 5 Union Street, Manchester, M12 4JD
Or email us at info@veritassolicitors.co.uk

In all cases the Firm will:

Complaints Procedure

Formal Procedures — Step 2

If you are still not satisfied with our response, you can write to the Complaints Officer giving your reasons. The Complaints Officer will ask another Senior Official to undertake a review.

The official will aim to reply within 20 working days. If this deadline cannot be met, we will advise you when you can expect a full response. At this stage you will be advised that you have used all the steps in Department's complaints procedures and recommend that you refer the matter to the Legal Services Ombudsman.

Formal Procedures — Step 3

You have the right to complain to the Legal Ombudsman at the conclusion of the matter within 3 months of receiving our final decision letter on any issue. See the following link http://www.olso.org/complaints_how_to.asp.