Complaints Handling Policy

Nexa Law Limited is committed to providing an excellent level of service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to maintain our high levels of client care. If you have a complaint, you should in the first instance discuss it with the person handling your matter directly. If you feel unable to do so, or if this does not resolve your complaint, then please contact Eliot Hibbert, who is our designated complaints handler. His email address is eliot.hibbert@nexa.law. Alternatively, you can write to him at: Nexa Law Limited, Suite 2 Salop House, 13 Salop Road, Oswestry, Shropshire SY11 2NR.

What will happen next?

1. Your complaint will be recorded in our central register and a file will be opened
2. We will send you a letter acknowledging your complaint within seven working days of receiving your complaint.
3. We will then begin to investigate your complaint. We may need to ask you to provide us with further information so that we fully understand the nature of your complaint. Your file(s) and any other documentation relevant to your complaint will be reviewed. The lawyer(s) who acted for you may be asked for their comments in relation to your complaint and we may also need to speak with other people who may have been involved the matter. We will need some time to complete this work, we will give you an estimate of the time this will take if it is longer than twenty working days.
4. Once we have reviewed we will write to you with our detailed response to your complaint, setting out our views on the situation and also setting out any redress that we believe to be appropriate. This letter will usually be sent to you within twenty working days of receipt of your complaint. If we are unlikely to be able to meet that timescale, we will let you know and provide you with a revised timescale.
5. In some cases, where it seems appropriate, we may suggest a meeting with you to discuss and hopefully resolve your complaint. Alternatively, we may telephone you to discuss the matter with you. If there is a meeting or telephone discussion, we will write a letter to you within ten working days of it confirming the outcome.
6. If you remain dissatisfied after we have provided our initial response to your complaint, please let us know. We will then arrange to review our decision. We would generally aim to do this within twenty working days of receiving confirmation from you that you remain dissatisfied. Our review will happen in one of the following ways:

   a) The complaints handler may review their own decision; or

   b) Another senior member of our team may be asked to review your complaint

7. We will let you know the result of the review within ten working days of the end of that review. We will then write to you confirming our final position on your complaint and explaining our reasons.
8. If we are unable to resolve your complaint, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about poor service from lawyers. The Legal Ombudsman can investigate complaints up to one year from the date of the problem happening or when you should have realised there was a cause for complaint. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint. The contact details for the Legal Ombudsman are as follows:
   • Website: www.legalombudsman.org.uk
   • Email: enquiries@legalombudsman.org.uk
   • Telephone 0300 555 0333 between 8.30am to 5.30pm. Calls from both mobiles and landlines to 03 numbers cost no more than calls to national geographic numbers (starting 01 or 02). Calls are recorded and may be used for training and monitoring purposes.
   • For minicom call 0300 555 1777
   • In writing: Legal Ombudsman, PO Box 6167, Slough, SL1 OEH.  Do not send original documents to the Legal Ombudsman. They will scan any documents you send to make computer copies and then destroy the originals.
9. The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns with the Solicitors Regulation Authority, details of which can be found at https://www.sra.org.uk/.
10. There may also be a right for you to object to your bill by applying to Court for an assessment under Part III of the Solicitors Act 1974.
11. If we have to change any of the timescales above, we will let you know and explain why.