ADVICE AND SOLUTIONS
Small Claims Assistance
Complaints procedure
A complaints procedure is a formal process that allows customers, employees, or stakeholders to raise issues and have them addressed. In the UK, it's often required for businesses, public services, and organizations to have a clear complaints procedure in place, especially if they deal with public-facing services.
Advice and Solutions Small Claims Assistance Complaints Procedure
At Advice and Solutions Small Claims Assistance, we take all complaints seriously and aim to resolve any issues as quickly and fairly as possible. This complaints procedure outlines the process for making a complaint and how it will be handled.
If you are unhappy with any aspect of our service, product, or interaction, you can make a complaint by following these steps:
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By Email: Send your complaint to info@adviceandsolutions.co.uk
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By Phone: Call us at 07512 121974
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Online Form: You can submit a complaint via our contact page
Please provide the following details when making a complaint:
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Your name and contact details.
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A clear description of the issue or concern.
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Relevant dates and times, if applicable.
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Any supporting documents or evidence (if available).
Acknowledging Your Complaint
We will acknowledge receipt of your complaint within 5 working days. You will receive confirmation that we have received it and a brief outline of the next steps in the process.
Investigation Process
We will investigate your complaint thoroughly and fairly. This may involve:
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Reviewing relevant records.
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Speaking to the staff members involved.
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Gathering any additional information necessary.
The investigation should be completed within 10 working days. If it takes longer, we will keep you updated on the progress and let you know when you can expect a final response.
Outcome and Resolution
Once the investigation is complete, we will notify you of the outcome. This will include:
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A summary of the findings.
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Any actions we have taken to address the complaint.
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Any steps we are taking to prevent a similar issue from happening in the future.
If we find that your complaint is upheld, we will take appropriate corrective action. If the complaint is not upheld, we will explain the reasons for this decision.
Escalating Your Complaint
if I cannot resolve your concerns, you can complain to CILEX (Chartered Institute Of Legal Executives) my professional membership body, and it will investigate whether I have failed to comply with any of the rules which apply to me. If CILEX finds that the complaint against me is justified, it can sanction me and ultimately, can suspend my membership and withdraw my details from the Licensed Paralegal Register.
Confidentiality and Privacy
We will handle your complaint in confidence and in accordance with our privacy policy. Any personal information you provide will only be used to investigate and resolve your complaint.
Monitoring and Improvement
We are committed to improving our services and learning from feedback. We will review complaints regularly and make changes where necessary to ensure we continue to provide high-quality services.