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:

Maladministration;

Delays in receiving information/responses within accepted timeframes;

Difficulty in contacting the correct person;

Incorrect information or guidance issued by the firm; or

Attitude and conduct of the staff.

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:

Acknowledge receipt of your complaint;

We will normally issue a letter of acknowledgement within two working days of receiving your complaint;

Treat your complaint in a confidential manner;

Complaints Procedure

Refer your complaint to the relevant Partner of the firm;

Carry out a thorough investigation;

Aim to provide a written reply to your complaint with a full explanation of the outcome of our investigations within 20 working days and, where this is not possible, let you know when a reply can be expected;

Apologise if we have made a mistake or if a problem has been caused by us; and

Let you know what we have done to put things right.

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.