Complaints Procedure

Introduction

At Valoris Legal Services Ltd, we are passionate about providing excellent service. While we always aim to exceed expectations, we understand that sometimes things might not meet your needs.

Your first step should be to discuss any concerns with the person handling your matter. This often leads to the quickest resolution. However, if you’re not satisfied with their response, our Designated Complaints Handler, Ekra Afzal, is here to help.

You can contact us by email at info@valorislegalservices.com call us on 0330 223 6781 (asking for Ekra Afzal), or write to us at Valoris Legal Services, 18B Edgerton Green, Huddersfield, HD1 2NA. Please mark any communication as ‘Complaint’ and let us know if you need any adjustments to make this process more accessible.

To help us address your concerns effectively, tell us your name and contact details, your case reference if you have one, what you feel went wrong, and how you’d like us to make things right.

Our Complaints Process:

Stage 1: We’ll acknowledge your complaint within 5 working days and provide a detailed response within 20 working days. For complex cases requiring more investigation time, we’ll keep you informed of our progress and provide updated timelines.

Stage 2: If you’re not satisfied with our initial response, let us know and we’ll arrange for a fresh senior team member to review your case. You’ll receive a response within 20 working days.

We aim to resolve all complaints within 8 weeks. If you remain unhappy after this time, you can contact the Legal Ombudsman. They’re available through their website www.legalombudsman.org.uk, by phone at 0300 555 0333 (9am-5pm), by email at enquiries@legalombudsman.org.uk, or by post at PO Box 6167, Slough, SL1 0EH.

Important Time Limits: You have one year from an incident (or becoming aware of it) to raise concerns, and six months from our final response to contact the Ombudsman.

If your concerns relate to professional conduct rather than service, the Solicitors Regulation Authority is available to help.