Complaints Policy

At First Steps Legal & Consulting Ltd., we are committed to providing high-quality legal consultancy services to all our clients. When something goes wrong, we need you to inform us about it. This will help us to improve our standards and provide a solution to the issue you have faced.

  1. Our Complaints Procedure

    1. If you have a complaint, please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time, you may complain to the Legal Ombudsman.

  2. What Will Happen Next?

    1. Acknowledgement: We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.

    2. Investigation: Your complaint will be passed to our client care director, Alex Marinova, who will review your matter file and speak to the member of staff who acted for you.

    3. Response: Alex will then invite you to a meeting to discuss and hopefully resolve your complaint. S/he will do this within 14 days of sending you the acknowledgement letter.

    4. Follow-Up: Within three days of the meeting Alex will write to you to confirm what took place and any solutions s/he has agreed with you.

    5. Further Review: If you do not want a meeting or it is not possible, Alex will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

    6. Appeal: At this stage, if you are still not satisfied, you should contact us again and we will arrange for [another partner/director or someone unconnected with the matter at the firm] to review the decision.

    7. Final Response: We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

  3. If You Are Still Not Satisfied

    1. If you are still not satisfied, you can then contact the Legal Ombudsman about your complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.

  4. Legal Ombudsman Contact Details:

Address: PO Box 6806, Wolverhampton, WV1 9WJ

Phone: 0300 555 0333

Website: www.legalombudsman.org.uk