How to Make a Complaint
At Alta Law Ltd, we are committed to delivering excellent service and outstanding value. However, we understand that things don’t always go as planned. If something isn’t right, we want to hear from you.
Complaints regarding a service we have provided to you may be made in writing, by email, to customercare@altaintelligencelaw.com.
First Tier Complaints
We aim to resolve any expression of dissatisfaction as soon as possible. We strive to acknowledge all complaints within five business days. As part of this process, we will record your complaint on our system and will advise you that we are looking into it.
Within eight weeks of receiving your complaint, we will send either:
A) a final response addressing the complaint in full and outlining your right to appeal with the Legal Ombudsman Service (LeO); or
B) a response which:
i. explains why we are still not in a position to provide you with a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; or
ii. informs you that you may refer the handling of the complaint to the Legal Ombudsman Service (LeO) if you are dissatisfied with the delay.
Where we decide that redress is appropriate, we will provide appropriate redress. This can include, but is not limited to, an apology, a correction, and financial compensation.
Second Tier Complaints
If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to the Legal Ombudsman Service (LeO).
The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. If you would still like to refer your complaint to the Legal Ombudsman after we have issued our final response, then you must do so within six months.
The Legal Ombudsman’s contact details are:
Visit www.legalombudsman.org.uk
Call 0300 555 0333 between 10am to 4pm.
Relay UK: 18001 0300 555 0333
Email enquiries@legalombudsman.org.uk
Legal Ombudsman PO BOX 6167, Slough, SL1 0EH
Alternative Dispute Resolution (ADR)
If you wish to engage with alternative dispute resolution bodies instead of the Legal Ombudsman Services, Alta Law Ltd will consider alternative competent bodies, including ProMediate and independent mediators.
We will agree to use such a scheme if the Legal Ombudsman does not resolve your complaint.
What to do if you are unhappy with our behaviour?
- The Solicitors Regulation Authority can help if you are concerned about our behaviour.
- Please refer to the SRA website to see how you can raise your concerns with the Solicitors Regulation Authority.
- You can make a complaint to the SRA about our law firm by clicking the following link.
