Complaints Policy

We wish to provide you with the best service possible however, if you have any queries, questions or concerns, please raise these in the first instance with the paralegal handling your matter. The paralegal handling your matter will be keen to resolve your concerns as soon as possible. If at that point, you are not satisfied with their response and you would like to make a formal complaint, then you can submit a formal complaint to our Complaints Manager by emailing cm@useaparalegal.com. Making a complaint will not affect how we handle your matter. You may still make a complaint whether or not you have used our services.

To help us to understand your complaint, and in order that we do not miss anything, please tell us:

• your full name and contact details
• what you think we have got wrong
• how you feel we can resolve your complaint, and
• your file reference number (if you have one)

Once we have received your complaint we will acknowledge it within 5 working days. We will then review and investigate your complaint and we may ask you for further details or speak to you. At the end of the investigation into your complaint we will write to you with our findings and set out what we intend to do to resolve your complaint. You will not be charged for making a complaint.

If you are still not satisfied with our response to your complaint, you are entitled to refer the matter to the NALP or the IOP to consider the complaint. The Complaints Manager will assist you on which regulator that you may make your complaint to. There may be time restrictions on whether you are entitled to have a complaint considered by the NALP or the IPO.