Intact Law

Intact Law Limited  is committed to providing high quality legal services. If something goes wrong and our service falls short of client expectations, we want to know about it, so that we can address your concerns and improve our standards.

Your feedback helps us to understand you better, which in turn supports our aim to continually adapt and improve our services to you.

This policy explains how clients can raise a complaint and how we will handle, investigate and respond to it.

There are 2 main stages to the Intact Law complaints process, which aims to resolve any issues swiftly and promptly for you.

Stage 1

You can make a complaint verbally or in writing using one of the following methods:

1. By contacting the relevant handler or their supervisor whose details are contained in the Client Care Letter or our first communication, as appropriate.
2. Alternatively, you can contact us by email via [email protected]

Please include:

• Your name and contact details
• The file reference (if known)
• A description of your concerns
• The outcome you are seeking

Once we receive your complaint:

• We will record and acknowledge this within 2  working days.
• You will then be advised within a further 2 working days the name and status of the person who is investigating your complaint.
• The complaints investigator will review any immediate actions if they are needed and carry out a full investigation.
• As part of their work the investigator may ask you for clarification on any points, if needed.
• We will aim to provide a full written response to your complaint within 20 working days, and our findings will be communicated to you.
• We do hope that we will be able to reach a resolution within this time but if this is not possible due to the complexity of the complaint, we will inform you of the amended timescales.
• Following the investigation, you will receive our final response by your preferred method of contact. This will include details of the relevant independent body should you wish to escalate your complaint in the event you are dissatisfied with the outcome.

Stage 2

We would hope our final response has resolved any issues you may have, however if you remain dissatisfied with our final decision, you can escalate your complaint to:

The Legal Ombudsman PO Box 6167 Slough SL1 0EH

Phone: 0300 555 0333

Email: [email protected]

Web: Legal Ombudsman

Complaints must be made within 6 months of our final response and no later than 1 year from the date of the act or omission being complained about or when you have realised that there was cause for the complaint. 

Intact Law Limited is committed to providing high quality legal services and we continually aim to be better, but we do recognise that sometimes things can go wrong. We want you to discuss any feedback you may have with us.

There is no regulatory requirement to respond to a complaint from those who are not clients of Intact Law. However, we would like you to discuss your complaint with us in order for us to understand if we can make any improvements and if we deem it appropriate to put things right, we will do so.

We may suggest that you take legal advice in any response.

How to make a complaint

You can make a complaint verbally or in writing using one of the following methods:

1. By contacting the relevant handler whose details are contained on correspondence you have received from Intact Law.
2. Alternatively, you can contact us by email via [email protected]

Please include:

• Your name and contact details
• The file reference (if known)
• A description of your concerns

Investigating your complaint

Once we receive your complaint we will act as follows:

1. Your complaint will be acknowledged within 2 working days.
2. This will be reviewed and if appropriate assigned to a complaints investigator.
3. In our dealings with you we will have regard to the regulatory requirements or local law relating to the handling of a complaint raised by someone who is not our client.
4. We will aim to provide a response within the timescale of 20 working days if this is deemed appropriate.
5. Where any regulatory requirements or local law applies to the handling of your complaint, you may be entitled to refer your complaint to the relevant regulator/ adjudicator.