Our commitment to client service

We are committed to delivering a high standard of legal service and client care. Your feedback is extremely important to us as it helps us improve. If our service does not meet your expectations, we want the opportunity to address your concerns and put things right.

What to do if you have feedback or a complaint

Speak to your lawyer first

In the first instance, we encourage you to raise your concerns with the lawyer handling your matter so the issue can be resolved as quickly as possible.

If the issue is not resolved

If your concern cannot be resolved informally, or you do not feel comfortable discussing it with your lawyer, you may make a formal complaint under this policy.

How to make a formal complaint

Please contact us by email at: [Insert complaints email]

To help us deal with your complaint efficiently, please include:

• The reason you are dissatisfied with our service
• Your preferred method of communication
• The outcome you are seeking

If you would prefer not to submit your complaint by email, you may request a call so we can understand your concerns and agree the best way forward.

What happens after you make a complaint

We will:

• Acknowledge your complaint within 7 days
• Record your complaint in our central register
• Investigate the matter and discuss it with you within 21 days
• Confirm the outcome in writing within 28 days

In exceptional circumstances, these timeframes may be extended. If this happens, we will inform you and agree revised timescales where possible.

If you are not satisfied after 8 weeks, we will explain how you may refer your complaint to the Legal Ombudsman, if you are eligible.

Possible outcomes

Where our service has fallen below the standard you can reasonably expect, we will:

• Offer a clear explanation and, where appropriate, an apology
• Take practical steps to resolve the issue
• Make improvements to prevent the problem from happening again

If you remain dissatisfied

You may have the right to refer your complaint to the Legal Ombudsman. The Ombudsman usually expects you to complete our internal complaints procedure first.

You must normally refer your complaint:

• Within 6 months of our final written response
• Within 1 year of the act or omission you are concerned about, or from when you became aware of it

You can contact the Legal Ombudsman at:

Email:
Telephone: 
Website:

Regulatory information

Where your legal work is carried out by a regulated law firm or solicitor, that firm will be authorised and regulated by the Solicitors Regulation Authority (SRA) or the relevant professional body.

Zavri Law operates as a legal service provider and does not itself provide reserved legal activities unless expressly stated. Any regulated legal services will be delivered by an appropriately authorised and regulated legal professional.