Complaint Procedure
Our Commitment
At LexVentus Solicitors, we are committed to providing a professional, responsive and high-quality service to all clients. We value feedback and recognise that, from time to time, concerns may arise regarding the service provided.
If you are dissatisfied with any aspect of our service, we encourage you to raise the matter with us as soon as possible so we can seek to resolve it fairly, promptly and constructively.
Raising a complaint will not affect the way in which your matter is handled and you will never be charged for any time spent dealing with a complaint.
A copy of this Complaints Procedure is available upon request and may also be provided at the outset of your matter or when concerns are raised.
Raising a Concern
In many cases, concerns can be resolved quickly by speaking directly with the individual handling your matter. We encourage clients to raise any issues informally in the first instance wherever possible.
If you do not feel comfortable discussing the issue with the person acting for you, or if the matter has not been resolved to your satisfaction, you may contact the supervising solicitor responsible for your matter.
Should you remain dissatisfied, you may refer your complaint directly to the firm’s Complaints Manager, Arthur Peter Fernandes.
Complaints Contact
LexVentus Solicitors
Email: enquiries@lexventus.co.uk
Please include:
-
your full name and contact details;
-
your matter or file reference (if available);
-
a clear explanation of your concerns; and
-
details of how you would like the matter resolved.
We will make reasonable adjustments where required and are happy to assist any client who may require support in making a complaint.
How We Handle Complaints
Once your complaint has been received, we will acknowledge it in writing, usually within seven working days.
Your complaint will then be reviewed thoroughly and impartially. This may include:
-
reviewing correspondence and relevant documentation;
-
discussing the matter internally with those involved;
-
requesting additional information where necessary; and
-
considering whether any further action or resolution is appropriate.
Where appropriate, we may arrange a telephone call, video conference or meeting to discuss the matter further.
Following our investigation, we will provide you with a written response setting out our findings and any proposed resolution.
Our aim is to resolve complaints as efficiently as possible and generally within eight weeks of receiving the complaint.