Legal
Complaints Procedure
Every complaint is acknowledged, investigated and answered in writing.
Every effort is made to get things right first time. Where a client is dissatisfied with the service provided, the complaint will be dealt with seriously, promptly, and in the client's preferred language: English, Portuguese or Italian.
1. How to complain
Complaints may be made by email to compliance@filippilegalconsultancy.com with "Complaint" in the subject line. A complaint may also be raised in any letter or conversation, with a request that it be treated as a formal complaint.
Please include:
- what happened and when;
- why the service was unsatisfactory;
- what outcome is sought.
There is no charge for handling a complaint, and making one will not affect the standard of service provided.
2. What happens, and when
- Within 5 working days: the complaint is acknowledged in writing, confirming who is handling it.
- Within 14 working days: the file and relevant correspondence are reviewed, and a full written response is sent setting out the findings, whether the complaint is accepted in whole or in part, and what is proposed to resolve it.
- Where more time is required: written notice is given explaining why, with a revised date no later than 28 working days from the date the complaint was received.
3. Possible outcomes
The appropriate remedy depends on the nature of the complaint. Outcomes may include:
- An explanation and, where justified, an apology;
- Correcting or repeating work at no charge;
- A reduction in fees or a refund;
- Changes to working practices to reduce the risk of recurrence.
4. If the outcome is unsatisfactory
A review of the outcome may be requested within 28 days of the final response, and the complaint will be looked at afresh.
- Where the client contracted as a consumer, rights under the Consumer Rights Act 2015 apply, and a dispute may be pursued through the courts;
- Certified alternative dispute resolution (ADR) providers exist for service disputes, and Filippi Legal Consultancy will consider any reasonable proposal to use an approved scheme;
- Concerns about the handling of personal data may be raised with the Information Commissioner's Office at ico.org.uk.
5. Records
A record is kept of every complaint, its outcome and any action taken. These records are reviewed regularly so that recurring issues are identified and addressed.