We are committed to providing a high-quality service to our clients and their customers. When someone is dissatisfied we want to know about it and take it very seriously.
We also use any feedback we receive to review our processes and improve our service.
How to make a complaint
You can register a complaint verbally or in writing including email.
Our contact details are:
It is our aim to investigate your complaint competently and impartially so as to assess fairly and promptly your concerns.
We aim to deal with your complaint as soon as it arises and resolve it within 3 working days, however in some instances we may require more time to investigate your complaint. To keep you updated of our progress we have outlined below the timescale in which we aim to respond:
By day 5
If we can’t resolve your complaint within 3 working days we will provide a written acknowledgement within 5 working days. The acknowledgement will:
By day 28 (4 weeks)
If we have been unable to provide a full response to your complaint by day 28 we will write to you again to confirm our investigations remain on-going.
By day 56 (8 weeks)
In the unlikely event of us not being able to provide you with our final response within 56 days (8 weeks), we will write to you with a progress update and will also include details on how to refer your complaint to the Financial Ombudsman Service (FOS).
Our response to your complaint
After a full investigation, we will reply to you in writing. We will tell you our views on your complaint and the steps we propose to resolve it, hopefully to your satisfaction.
Our final response to you will set out clearly our investigation of your complaint, our decision and any remedial action appropriate to your individual circumstances.
If you remain dissatisfied with our decision
You have the night to refer your complaint to the Solicitors Regulation Authority.
IDR Legal Limited
The Island
Moor Road
Chesham
HP5 1NZ
© 2021 IDR Legal Limited
