Complaints Procedure

We are committed to providing the highest quality of legal service. We aim to be clear, professional, and prompt in all our dealings. However, if you are unhappy with the service we have provided, we want to hear about it so we can resolve the issue quickly and fairly.

How to Make a Complaint

In the first instance, please raise your concern directly with the solicitor or case manager handling your matter. If you feel unable to do this, or if the issue remains unresolved, you should contact our designated Complaints Partner.

You can submit your complaint in writing via email to support@smartwaveportfolio.vip or by calling our central office on +14044219633. Please include your full name, case reference number, and a clear explanation of the issue.

Our Internal Complaints Process

Once we receive your formal complaint, we will follow a strict internal procedure to ensure it is handled thoroughly and impartially.

1. Acknowledgement: We will send you a written acknowledgement of your complaint within three working days, confirming who will be handling the review.
2. Investigation: The Complaints Partner will conduct a full and impartial investigation into the matter. This may involve reviewing your case file, speaking with the staff involved, and examining our internal procedures.
3. Final Response: Within eight weeks of receiving your complaint, we will provide you with a detailed written response. This will outline our findings, explain any actions we are taking to resolve the issue, and offer a formal apology if our service fell below our usual standards.

Complaints About Our Fees

If your complaint relates specifically to our legal fees or billing, we will treat this as a formal complaint under this procedure. The Complaints Partner will review the work done, the time recorded, and the rates applied to determine if the bill is fair and reasonable. If we agree that an adjustment is necessary, we will issue a revised invoice promptly.

External Redress

If you are not satisfied with our final response, or if we fail to resolve your complaint within eight weeks, you have the right to refer your matter to an independent external body.