Velvet Law Complaints Policy and Procedure

Our Commitment

At Velvet Law, we are committed to providing a high-quality legal service and treating all clients fairly and professionally. We recognise that, from time to time, concerns may arise regarding the service we provide. If something has gone wrong, we want to know about it so that we can address the issue promptly, learn from the experience, and improve our service.

We will not charge you for investigating or responding to a complaint.

How to Make a Complaint

In the first instance, you may wish to raise your concerns with the solicitor or partner responsible for your matter. Many concerns can be resolved quickly and informally in this way.

If you do not feel comfortable doing so, or if the matter has not been resolved to your satisfaction, please contact our Complaints Partner, Samuel Clifford, on SClifford@velvetlaw.co.uk or 0207 223 1762.

To help us investigate your complaint efficiently, please provide:

• Your full name and contact details;
• Details of the matter to which your complaint relates;
• A clear explanation of your concerns;
• Copies of any relevant documents; and
• What outcome you are seeking.

What Happens Next?

Acknowledgement

We will acknowledge receipt of your complaint within fourteen days of receiving it and provide you with a copy of this complaint’s procedure.

Investigation

Your complaint will be recorded in our complaints register and investigated by the Complaints Partner or another suitably senior person who has not been directly involved in the matter where appropriate.

The investigation will normally involve:

• Reviewing your complaint;
• Reviewing your file and any relevant documents;
• Discussing the matter with the individuals who worked on your case; and
• Obtaining any additional information that may be required.

If we need further information from you, we will contact you as soon as possible.

Progress Updates

We will keep you informed of the progress of our investigation and notify you if there are any delays.

Meeting or Discussion

Where appropriate, we may invite you to a meeting, telephone call, or video conference to discuss your concerns and explore possible resolutions. You are not obliged to participate, and we can continue our investigation in writing if you prefer.

Written Response

We aim to provide our substantive written response within twenty-eight days of acknowledging your complaint. If the complaint is particularly complex and requires more time, we will explain the reasons for the delay and provide a revised timetable.

Our response will set out:

• Our findings;
• Whether we consider the complaint to be upheld, partially upheld, or not upheld;
• Any remedial action we propose to take; and
• Any offer of resolution, where appropriate.

Further Review

If you believe that we have misunderstood your complaint or failed to consider a material point, please let us know within fourteen days of receiving our response. We will review the matter and provide a further response where appropriate.

Legal Ombudsman

If you remain dissatisfied after our complaints process has concluded, you may be entitled to refer your complaint to the Legal Ombudsman. The Legal Ombudsman’s contact details are:

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH

Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk

You should normally refer your complaint to the Legal Ombudsman within:

• Six months of our final written response to your complaint; and
• One year from the date of the act or omission complained about, or one year from the date when you should reasonably have known there was cause for complaint.

Further information is available at www.legalombudsman.org.uk.

Solicitors Regulation Authority

The Solicitors Regulation Authority (SRA) can help if you are concerned that we have breached regulatory requirements, including matters involving dishonesty, discrimination, misuse of client money, or other breaches of the SRA Standards and Regulations. The SRA’s contact details are:

Solicitors Regulation Authority
The Cube
199 Wharfside Street
Birmingham
B1 1RN

Telephone: 0370 606 2555

Further information is available at www.sra.org.uk.

Outstanding Fees

If your complaint relates to a bill or fees charged by Velvet Law, we will investigate those concerns as part of our complaints process. Making a complaint does not affect your obligation to pay undisputed fees, although we will take the nature of the complaint into account when considering any recovery action.

Review of This Policy

This policy is reviewed periodically to ensure that it remains effective, fair, and compliant with applicable regulatory requirements.