1. Who This Policy Applies To
This Complaints Policy applies to complaints about Zavri Legal's introduction and marketing services — that is, the way in which Zavri Legal handled your enquiry, referred your matter, or communicated with you.
Important distinction — two separate complaint routes |
COMPLAINTS ABOUT ZAVRI LEGAL'S INTRODUCTION SERVICE: Use this policy. Contact Zavri Legal directly as set out in CP3 below. COMPLAINTS ABOUT THE LEGAL SERVICES PROVIDED BY A NETWORK FIRM: Contact the Network Firm directly using their own complaints procedure. The Network Firm's complaints contact details will be in their client care letter. If unresolved, you may escalate to the Legal Ombudsman (see CP6). If you are unsure which route applies, contact Zavri Legal and we will direct you. |
2. What You Can Complain About
You may use this policy to raise concerns about any of the following in relation to Zavri Legal's introduction service:
- The way your enquiry was handled or responded to
- Delays in acknowledging or passing on your enquiry
- Misleading, inaccurate, or unclear information provided by Zavri Legal
- How your personal data was handled by Zavri Legal
- The conduct of any Zavri Legal staff member in communications with you
- Any other aspect of the introduction service provided by Zavri Legal
This policy does not cover complaints about the legal advice, conduct, or costs charged by a Network Firm. Those complaints must be directed to the Network Firm under their own complaints procedure.
3. How to Make a Complaint
We prefer to receive complaints in writing so that we have a clear record and can respond fully. Please contact us using one of the following methods:
How to Contact Zavri Legal with a Complaint |
By email: [INSERT COMPLAINTS EMAIL ADDRESS — e.g. complaints@zavri-law.uk] By post: [INSERT COMPLAINTS CORRESPONDENCE ADDRESS] By phone: [INSERT PHONE NUMBER] — we can take initial details by phone, but we will ask you to confirm your complaint in writing. |
What to include in your complaint
To help us deal with your complaint promptly and thoroughly, please include the following:
- Your full name and contact details
- A clear description of what happened and why you are dissatisfied
- The dates of any relevant events or communications
- Any reference numbers, email chains, or documents relevant to the complaint
- What outcome you are seeking
You do not need a solicitor or legal representative to make a complaint to Zavri Legal. This process is free of charge.
4. What Happens After You Complain
Once we receive your complaint, we will follow the procedure below. All timeframes run from the date we receive your complaint in writing.
Data type | What it includes |
Within 2 business days | We will send you a written acknowledgement confirming we have received your complaint and the name of the person handling it. |
Within 5 business days | We will confirm our understanding of the complaint and ask for any clarification needed. |
Within 20 business days | We will send you a full written response setting out our findings and any proposed resolution. |
If more time is needed | We will write to you explaining the delay and providing a revised timescale. We will not exceed 8 weeks from receipt of your complaint without providing a substantive response. |
Final response | Our full written response will be our final position. It will also tell you about your right to refer to the Legal Ombudsman if you remain dissatisfied. |
All complaints are logged in our central complaints register. We review our complaints quarterly to identify patterns and make improvements to our service.
5. Possible Outcomes
Where we find that our service fell below a reasonable standard, we will take one or more of the following steps depending on the circumstances:
- Provide a clear explanation of what happened and why
- Offer a formal apology
- Take remedial action to put things right where possible
- Provide a partial or full refund of any Zavri Legal introduction fee paid, where appropriate
- Make changes to our processes to prevent the issue from recurring
Where we find that your complaint is not upheld, we will explain the reasons for that finding clearly and in full.
6. If You Remain Dissatisfied — External Escalation
Legal Ombudsman
If you are not satisfied with our final written response, or if we have not provided a final response within 8 weeks of receiving your complaint, you may have the right to refer your complaint to the Legal Ombudsman — an independent, free service for resolving complaints about legal services.
Legal Ombudsman — Contact Details |
Website: legalombudsman.org.uk Telephone: 0300 555 0333 Email: enquiries@legalombudsman.org.uk Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
Time limits for referring to the Legal Ombudsman: — Within 1 year of the act or omission giving rise to the complaint, or — Within 1 year of when you should reasonably have become aware of the problem, — AND within 6 months of receiving our final written response.
Eligible complainants: individuals, small businesses, charities, clubs, and trusts — as defined in the Legal Ombudsman Scheme Rules. |
Note: The Legal Ombudsman deals with complaints about legal services. If your complaint relates solely to Zavri Legal's introduction service and not to any legal services provided by a Network Firm, the Legal Ombudsman may not have jurisdiction. In that case, alternative dispute resolution options are set out below.
Information Commissioner's Office (ICO)
If your complaint relates specifically to how Zavri Legal has handled your personal data, you may also complain to the ICO at any time:
ICO — Contact Details |
Website: ico.org.uk/make-a-complaint Telephone: 0303 123 1113 Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF |
SRA — Concerns about solicitor conduct
If your complaint relates to the conduct of a solicitor at a Network Firm — rather than to Zavri Legal's introduction service — you may also report concerns directly to the SRA:
SRA — Contact Details |
Website: sra.org.uk/consumers/problems/report-a-solicitor/ Telephone: 0370 606 2555 Post: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN |
Alternative Dispute Resolution (ADR)
In the event that neither the Legal Ombudsman route nor the ICO route is available for your specific complaint, Zavri Legal is willing to consider alternative dispute resolution through a certified ADR provider. Please contact us to discuss this option if it is relevant to your situation
7. Complaints by Network Firm Clients
If you were referred to a Network Firm by Zavri Legal and your complaint relates to the legal services you received from that firm, you must use the Network Firm's own complaints procedure in the first instance.
Londonium Chambers Limited's complaints contact details will be provided in your client care letter. If you have not received a client care letter or cannot locate the complaints contact, please contact Zavri Legal and we will provide you with the correct details.
If the Network Firm fails to resolve your complaint within 8 weeks, you should contact the Legal Ombudsman using the details in CP6.
8. Regulatory Information
Zavri Legal is a marketing and introduction service. We are not authorised or regulated by the Solicitors Regulation Authority.
Legal services provided through our network are delivered by Londonium Chambers Limited (SRA ID: 620622, Company No. 08760171, registered address: 1-13 Adler Street, London, E1 1EG) and other SRA-authorised firms, each of which is independently regulated.
Zavri Legal does not carry out reserved legal activities as defined in the Legal Services Act 2007. Any reserved legal activity carried out in connection with a matter introduced through our platform is carried out by the relevant Network Firm under its own SRA authorisation.
9. Changes to This Policy
We may update this Complaints Policy from time to time. The date at the top of this page shows when it was last updated. The current version will always be available at zavri-law.uk/complaints-policy.