Complaints Procedure

Claritas Legal & Compliance Ltd is committed to providing clear, practical and professional support to its clients.

If you are unhappy with any aspect of our service, we would like you to tell us so that we can understand what has happened and, where appropriate, put matters right.

We aim to deal with complaints promptly, fairly and without charge.

A complaint can be made by email, telephone or in writing.

Rachel Davies
Email: rachel@claritaslc.co.uk
Telephone: 0330 043 0713

Post:
Claritas Legal & Compliance Ltd
82A James Carter Road
Mildenhall
Suffolk
IP28 7DE

Please provide:

• Your name and business name
• Your contact details
• A brief description of your complaint
• Any relevant dates or documents
• What you would like us to do to resolve the issue

If you require any assistance making a complaint, please let us know.

1. We will acknowledge your complaint within three working days of receipt.
2. We will review the complaint and any relevant documents.
3. We will contact you if further information is required.
4. We will aim to provide a substantive written response within 28 days.
5. In any event, we will provide our final response within eight weeks of receiving your complaint, unless there are exceptional reasons for delay, which we will explain to you.

Where appropriate, we may suggest a telephone or video call to understand your concerns and explore whether the matter can be resolved informally.

Claritas Legal & Compliance Ltd is not authorised or regulated by the Solicitors Regulation Authority and does not operate as an SRA-regulated law firm.

Rachel Davies is a solicitor of England and Wales and is regulated by the Solicitors Regulation Authority in her personal capacity.

If your complaint concerns the standard of service provided by Rachel Davies as a solicitor, and you are eligible to use its scheme, you may be able to refer your complaint to the Legal Ombudsman after our internal complaints process has been completed or if your complaint has not been resolved within eight weeks.

If your concern relates to Rachel Davies’ professional conduct as a solicitor, you may be able to report the matter to the Solicitors Regulation Authority. The SRA does not usually deal with complaints about poor service.

We will keep an appropriate record of complaints received and how they have been handled.

Information provided as part of a complaint will be handled in accordance with our Privacy Notice and used only as necessary to investigate, respond to and record the complaint, or where otherwise required by law or professional obligation.

Claritas Legal & Compliance Ltd
Company number: 17250122
Registered in: England and Wales
Registered office: 82A James Carter Road, Mildenhall, Suffolk, IP28 7DE
Telephone: 0330 043 0713
Email: info@claritaslc.co.uk
Website: www.claritaslc.co.uk