Complaints

Complaint Resolution Process – February 2024

The Complaint Resolution Process

Stage 1: Direct Communication

  • Clients should submit their concerns in writing to the legal professional managing their case (e.g., solicitor, paralegal, legal officer).
  • The subject line should clearly state “Complaint,” and the submission should include specific details of the issue and the resolution being sought. Complaints can be submitted via email or letter.
  • The legal professional will review the complaint and respond within 14 days.
  • For complex cases or where additional information is required, the response time may be extended, and clients will be notified accordingly.
  • The response will either uphold the complaint and propose a resolution or provide an alternative action plan.

Stage 2: Peer Review

  • If the client is dissatisfied with the outcome at Stage 1, the complaint can be escalated by submitting a “Stage 2 Complaint” within 14 days of the initial decision.
  • The client should outline why the initial resolution is unsatisfactory.
  • An impartial review will be conducted by another lawyer within the firm who has had no prior involvement in the case.
  • The reviewer may contact the client for additional details if necessary and will provide a response within 10 days.

Stage 3: Management Escalation

  • If the peer review does not resolve the issue, the complaint can be escalated to the firm’s Management, typically involving the Managing Partner. This escalation must be submitted within 14 days of the peer review decision.
  • Management will conduct a comprehensive review of the case and provide a final decision within six weeks. If additional time is needed, the client will be informed of the revised timeline.

Additional Steps

  • At any stage of the process, clients may be invited to a meeting to discuss their concerns in detail to ensure complete understanding and a thorough resolution.

External Review Options

  • If the final decision does not resolve the issue to the client’s satisfaction, the matter can be referred to the Legal Ombudsman within six months of the final response.
  • Alternatively, certain complaints may be directed to the Solicitors Regulation Authority (SRA).

The partner firms of Spouse Visa Lawyers are committed to resolving complaints efficiently and ensuring client satisfaction. This process reflects a commitment to maintaining high standards of service and professionalism.