UPCP UK
0161 518 4966

Complaints Policy

We are committed to providing you a meaningful and high-value service. However, if at any point you become dissatisfied with the service we provide then we hope you will inform us immediately, so that we can do our best to resolve the problem.

Our Complaints Procedure

Dealing with your complaint informally

If you have a concern, you should contact the person responsible for handling your matter. They will do our best to understand your concerns and resolve any issues at this stage.

If you are unsatisfied with their response, you can ask for a further review by their line manager. Those details will be provided to you upon request.

Making a formal complaint

If you are still unsatisfied and would like to make a formal complaint, please contact us with the details in writing by letter or email to the postal or email address provided below and our complaints manager will conduct a review of the matter and provide you with our final response.

How to Contact Us

You can send your formal complaint to us by post or email:

Heirloom Fair Legal

Complaints Manager

3-7 Temple Avenue,

London,

EC4Y 0DA

Our Complaints Process

If you submit a formal complaint:

  • We will send you a letter acknowledging receipt of your complaint within 2 working days of us receiving the formal complaint.
  • We will then investigate your complaint. This will normally involve passing your complaint to our Complaints Manager, Philip Bigelow.
  • The complaints handler will send you a detailed written reply to your complaint, including their suggestions for resolving the matter, within 8 weeks after sending the acknowledgement letter.
  • If we must change any of the timescales above, we will let you know and explain why.
  • If you are concerned about a solicitor's conduct or behaviour (e.g., dishonesty, losing your money, treating you unfairly), you can report these concerns to the Solicitors Regulation Authority at SRA | Reporting a solicitor or firm to us.

Appealing a Decision

If we are unable to resolve your complaint ourselves, the Legal Ombudsman may be able to help. They will look at your complaint independently.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint and
  • No more than one year from the date of act/omission being complained about; or
  • No more than one year from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Personal Data – Complaints Procedure

If your complaint relates to how we have handled your personal data, you have the right to raise a data protection complaint with us. Please address such complaints to Philip Bigelow. We will acknowledge your complaint within 2 working days and we aim to respond fully within 8 weeks.

If you remain dissatisfied with our response, you have the right to complain to the Information Commissioner's Office (ICO), the UK's supervisory authority for data protection. The ICO can be contacted at www.ico.org.uk or by telephone on 0303 123 1113.

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