{"id":25776,"date":"2025-02-12T13:23:32","date_gmt":"2025-02-12T13:23:32","guid":{"rendered":"https:\/\/thelawlex.com\/ge\/?page_id=25776"},"modified":"2025-04-07T10:24:41","modified_gmt":"2025-04-07T10:24:41","slug":"complaints-handling-procedure","status":"publish","type":"page","link":"https:\/\/thelawlex.com\/ge\/complaints-handling-procedure\/","title":{"rendered":"Complaints Handling Procedure"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"25776\" class=\"elementor elementor-25776\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-7cad8db elementor-section-height-min-height elementor-section-boxed elementor-section-height-default elementor-section-items-middle sc_fly_static\" data-id=\"7cad8db\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-extended\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-1b23eca sc_content_align_inherit sc_layouts_column_icons_position_left sc_fly_static\" data-id=\"1b23eca\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b8a135b sc_fly_static elementor-widget elementor-widget-trx_sc_title\" data-id=\"b8a135b\" data-element_type=\"widget\" data-widget_type=\"trx_sc_title.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div\t\tclass=\"sc_title color_style_link2 sc_title_default\" ><h1 class=\"sc_item_title sc_title_title sc_align_center sc_item_title_style_default sc_item_title_tag trx_addons_inline_730834443\"\n\t\t\t><span class=\"ez-toc-section\" id=\"Complaints_Handling_Procedure\"><\/span><span class=\"sc_item_title_text\">Complaints Handling Procedure<\/span><span class=\"ez-toc-section-end\"><\/span><\/h1><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d61a291 elementor-section-boxed elementor-section-height-default elementor-section-height-default sc_fly_static\" data-id=\"d61a291\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-extended\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-a55eabc sc_content_align_inherit sc_layouts_column_icons_position_left sc_fly_static\" data-id=\"a55eabc\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4fb756e sc_fly_static elementor-widget elementor-widget-text-editor\" data-id=\"4fb756e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>If your unhappy about any aspects of the service you have received or about the bill it is an important that you let us know as soon as possible. We trust that we would be able to resolve any issues that you are unhappy with between ourselves. You should initially write to the Principal Solicitor at LawLex Solicitors detailing the nature of your grievance. He will be then responding to you within reasonable times with a view to resolving the dispute to a satisfactory conclusion.<\/p><p>Once in receipt of your complaint, we will ensure that it is handled promptly, fairly, openly and effectively. We will also inform you in writing how the complaint will be handled and within what time we will respond to you.\u00a0We confirm that the firm has a complain procedure, a copy of which is available on a request.<\/p><p>We hope that you will use our procedure. However, if you would rather not to do so or are unhappy with the outcome you may take up your complaint with the legal ombudsman who will deal with complaints from Clients about the services provided by the firm or its employees. \u00a0The legal ombudsman cannot consider a complaint unless it has been investigated by the firm. Complaints to the legal ombudsman have a time limit of 12 months from the date of determination of the firms\u2019 internal investigation or 12 months from the date of which a complaint should reasonably have known that there was a reason for making a complaint. The ombudsman has discretion to extend time limits in exceptional circumstances.<\/p><p>The contact detail for the legal ombudsman areq<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a0a137b elementor-icon-list--layout-traditional elementor-list-item-link-full_width sc_fly_static elementor-widget elementor-widget-icon-list\" data-id=\"a0a137b\" data-element_type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-chevron-right\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Legal OmbudsmanPO BOX 6806<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-chevron-right\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Wolverhampton<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-chevron-right\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">WVI 9WJ<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"tel:0300%20555%200333\" target=\"_blank\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-phone-alt\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">0300 555 0333<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"mailto:enquiries@legatombudsrnan.org.uk\" target=\"_blank\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"far fa-envelope\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">enquiries@legatombudsrnan.org.uk<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"http:\/\/www.legatombudsrnan.org.uk\" target=\"_blank\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-atlas\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">www.legatombudsrnan.org.uk<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-95121fb sc_fly_static elementor-widget elementor-widget-text-editor\" data-id=\"95121fb\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Although we strive for excellence in all we do, there is still a possibility that a client may be dissatisfied with our performance. Our complaints policy is intended to make clear our approach to client complaints as well as being designed to deal fairly, effectively and swiftly with any complaint should it arise, whilst helping us retain the client\u2019s goodwill and continuing relationship with the Practice.<\/p><p>We will handle your complaints and will report complaints data and trends to the Risk Manager for inclusion in the annual review of risk management data.<\/p><h4><span class=\"ez-toc-section\" id=\"What_Is_Not_a_Complaint\"><\/span><strong>What Is Not a Complaint?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h4><p>Internally we regard any expression of client dissatisfaction as serious, to the extent that the Client Care Officer should be told about it. However, this does not mean the full complaints procedure is to be followed in such instances.<\/p><p>Examples might be: \u201cYour solicitors are always too expensive\u201d, or \u201cI don\u2019t understand why everything takes so long\u201d.<\/p><p>By reporting minor grumbles that you have been able to deal with satisfactorily yourself, you help the Designated Complaints Handler and Risk Manager maintain an accurate risk profile for the Practice and to anticipate trends in client dissatisfaction. However, these are not regarded by the Practice as complaints.<\/p><h4><span class=\"ez-toc-section\" id=\"What_Is_a_Complaint\"><\/span><strong>What Is a Complaint<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h4><h6><span class=\"ez-toc-section\" id=\"When\"><\/span><strong>When:<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h6><ul><li>A client requests a copy of our Complaints Procedure in order to register a complaint<\/li><li>A complaint in writing is received, whether by letter, email, fax or other means,<\/li><li>A complaint is made to the Designated Complaints Handler, in person or by phoneor<\/li><li>A fee earner is unable, on his or her own, to satisfy a client who complains in any other way,<\/li><\/ul><p>The Practice regards this as a complaint, and the full Complaints Procedure must be followed step by step.<\/p><h4><span class=\"ez-toc-section\" id=\"Complaints_Policy\"><\/span><strong>Complaints Policy<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h4><p>Despite all our best efforts to delight our clients a complaint, whether or not justified, may arise.<\/p><p>Our policy is to resolve client complaints promptly, fairly, and effectively because:<\/p><ul><li>Clients are entitled to expect this from us<\/li><li>Our responsiveness to a client\u2019s complaint may well defuse an otherwise explosive situation<\/li><li>There will be a better chance of retaining the client<\/li><li>It saves us spending time and money on dealing with an escalating complaint<\/li><li>It reduces the chances of complaints reaching the Legal Ombudsman<\/li><li>It reduces the likelihood of claims against the practice that could harm our reputation as well as proving costly<\/li><\/ul><p>For these reasons we have a written Complaints Procedure that must be followed whenever a client complaint is received.<\/p><h4><span class=\"ez-toc-section\" id=\"Formal_Procedure\"><\/span><strong>Formal Procedure<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h4><p>Written Client Complaints Procedure<\/p><p>The Practice has a written Client Complaints Procedure document to be made available to clients on request. It explains how their complaint will be handled, including timescales for an initial and substantive response. This procedure must be followed whenever a client complaint arises.<\/p><p>At the Outset The client must be told at the outset of the matter that, in the event of a problem, they are entitled to complain.<\/p><h4><span class=\"ez-toc-section\" id=\"Fee_earner_Response\"><\/span><strong>Fee earner Response<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h4><p>Whenever a client complains do not be defensive but try to see the client\u2019s point of view. It may just be a misunderstanding.<\/p><p>If you cannot resolve the issue yourself:<\/p><ul><li>Ask the client to contact our Designated Complaints Handler or ask the Designated Complaints Handler to contact the client<\/li><li>Politely offer to send the client a copy of our written Complaints Procedure<\/li><li>Immediately report the situation to the Designated Complaints Handler<\/li><li>Copy the report to the Risk Manager<\/li><\/ul><h4><span class=\"ez-toc-section\" id=\"Designated_Complaints_Handlers_Response\"><\/span><strong>Designated Complaints Handler\u2019s Response<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h4><p>If the client is happy to telephone the Client Care Officer, it may be possible to resolve things over the phone. If it is not possible to find a solution during the phone call, the Designated Complaints Handler will:<\/p><ul><li>Ask the client to send their complaint in writing or invite the client to a meeting to discuss the complaint<\/li><li>Explain that we have a written Complaints Procedure, a copy of which will be sent straight away<\/li><li>Send a letter together with the Practice\u2019s Complaints Procedure to the client straight away<\/li><\/ul><p>The procedure sent to the client explains how the complaint will be handled together with time scales for the various stages in the complaint handling process, including the provision of an initial response and a substantive response.<\/p><p>From this point on the Client Care Officer will follow the written Complaints Procedure, taking care to meet the deadlines promised in the procedure. In doing so the Client Care Officer will identify the cause of the problem about which the client has complained, offer any appropriate redress and, together with the Risk Manager and Quality Executive, seek to improve any procedures that the complaint indicates are unsatisfactory.<\/p><p>The Designated Complaints Handler will keep full records of the complaint, including a log of progress and all correspondence.<\/p><p>The Designated Complaints Handler will recommend to the Quality Executive any changes that will correct unsatisfactory procedures highlighted by the complainant. As appropriate, the fee earner against whom the complaint was made may be provided with support and training, required to adopt new ways of working or subject to disciplinary proceedings.<\/p><p>Designated Complaints Handler\u2019s Further Responsibilities<\/p><p>The Designated Complaints Handler will:<\/p><ul><li>Ensure that the complaints procedure is kept up to date and continues to meet the needs of clients, the needs of the business and the requirements of the SRA Standards and Regulations<\/li><li>Follow the Practice\u2019s complaints procedure when dealing with any complaint<\/li><li>Record all complaints centrally, and maintain up to date records of the progress of the complaints<\/li><\/ul><p>If a complaint indicates that any of the Practice\u2019s procedures could be improved, the Designated Complaints Handler will ask the Quality Executive to amend them so as to improve client service and reduce the likelihood of similar complaints in future.<\/p><p>The Designated Complaints Handler will review client complaints at least once a year and provide a report including an analysis of types of complaint, their causes and remedies found, together with identifiable trends. This report will form part of the Risk Manager\u2019s overall annual review of risk data.<\/p><p>Designated Complaints Handler\u2019s Authority<\/p><p>The Designated Complaints Handler\u2019s judgment will be accepted by the Practice in respect of the validity of the complaint, the responses the Practice makes, and the remedies offered.<\/p><p>Complaints about the Designated Complaints Handler<\/p><p>Should a complaint be made about the Designated Complaints Handler the client will be asked to contact the Deputy Designated Complaints Handler, who will be responsible for handling the complaint according to this procedure.<\/p><h4><span class=\"ez-toc-section\" id=\"Responsibility\"><\/span><strong>Responsibility<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h4><p>Responsibility for the Practice\u2019s complaints procedure, including a documented review at least once a year to:<\/p><ul><li>Ensure that it continues to meet the requirements of the Practice, its clients and regulators<\/li><li>Verify that it is in effective operation across the practice.<\/li><\/ul><h4><span class=\"ez-toc-section\" id=\"How_to_Complain\"><\/span><strong>How to Complain<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h4><p>Clients have a right to know how to make a complaint and that it will be dealt with promptly, fairly and effectively.<\/p><p>The client must be told, in writing, at the outset:<\/p><ul><li>That, in the event of a problem, the client is entitled to complain<\/li><li>To whom the client should complain \u2013 our Designated Complaints Handler or Deputy Designated Complaints Handler<\/li><li>That this could include a complaint about the Practice\u2019s bill<\/li><li>That there may also be a right to object to the bill by making a complaint to the Legal Ombudsman, and\/or by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974<\/li><li>That if all or part of a bill remains unpaid the Practice may be entitled to charge interest<\/li><li>That a copy of our written Complaints Procedure is available on request<\/li><li>The role of the Legal Ombudsman<\/li><li>Contact details for the Legal Ombudsman<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6ee7c2f elementor-section-boxed elementor-section-height-default elementor-section-height-default sc_fly_static\" data-id=\"6ee7c2f\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-extended\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-ee234fe sc_content_align_inherit sc_layouts_column_icons_position_left sc_fly_static\" data-id=\"ee234fe\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4b8f3a5 elementor-widget-divider--view-line sc_fly_static elementor-widget elementor-widget-divider\" data-id=\"4b8f3a5\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-90972e9 sc_fly_static elementor-widget elementor-widget-spacer\" data-id=\"90972e9\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-c2ecda9 elementor-section-boxed elementor-section-height-default elementor-section-height-default sc_fly_static\" data-id=\"c2ecda9\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-extended\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-4334528 sc_column_fixed sc_content_align_inherit sc_layouts_column_icons_position_left sc_fly_static\" data-id=\"4334528\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f3e080e sc_fly_static elementor-widget elementor-widget-trx_sc_title\" data-id=\"f3e080e\" data-element_type=\"widget\" data-widget_type=\"trx_sc_title.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div\t\tclass=\"sc_title sc_title_default\" ><span class=\"sc_item_subtitle sc_title_subtitle sc_item_subtitle_above sc_item_title_style_default\">market<\/span><h2 class=\"sc_item_title sc_title_title sc_item_title_style_default sc_item_title_tag\"\n\t\t\t><span class=\"ez-toc-section\" id=\"Local_market_knowledge_Global_outlook\"><\/span><span class=\"sc_item_title_text\">Local market knowledge Global outlook<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2><div class=\"sc_item_descr sc_title_descr\"><p>We provide future-facing legal advice to help your organisation thrive. Combining local market knowledge and a global perspective, and with lawyers in locations worldwide, your organisation benefits from the expertise it needs, even across borders.<\/p>\n<\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-0c35617 sc_content_align_inherit sc_layouts_column_icons_position_left sc_fly_static\" data-id=\"0c35617\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f8fecc0 sc_fly_static elementor-widget elementor-widget-trx_sc_title\" data-id=\"f8fecc0\" data-element_type=\"widget\" data-widget_type=\"trx_sc_title.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div\t\tclass=\"sc_title sc_title_default\" ><h6 class=\"sc_item_title sc_title_title sc_item_title_style_default sc_item_title_tag\"\n\t\t\t><span class=\"ez-toc-section\" id=\"People_across_LawLex\"><\/span><span class=\"sc_item_title_text\">People across LawLex\n<\/span><span class=\"ez-toc-section-end\"><\/span><\/h6><div\tclass=\"sc_item_button sc_button_wrap sc_item_button sc_item_button_simple sc_item_button_size_normal sc_title_button\"><a href=\"https:\/\/thelawlex.com\/ge\/people\/\" class=\"sc_button sc_button_simple sc_button_size_normal sc_button_icon_left\"><span class=\"sc_button_text\"><span class=\"sc_button_title\">Find a Lawyer<\/span><\/span><\/a><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-b055bc8 elementor-section-boxed elementor-section-height-default elementor-section-height-default sc_fly_static\" data-id=\"b055bc8\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-ca53650 sc_content_align_inherit sc_layouts_column_icons_position_left sc_fly_static\" data-id=\"ca53650\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-fea6fd0 elementor-widget__width-auto sc_fly_static elementor-widget elementor-widget-counter\" data-id=\"fea6fd0\" data-element_type=\"widget\" data-widget_type=\"counter.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-counter\">\n\t\t\t\t\t\t<div class=\"elementor-counter-number-wrapper\">\n\t\t\t\t<span class=\"elementor-counter-number-prefix\"><\/span>\n\t\t\t\t<span class=\"elementor-counter-number\" data-duration=\"1000\" data-to-value=\"3700\" data-from-value=\"0\">0<\/span>\n\t\t\t\t<span class=\"elementor-counter-number-suffix\">+<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dc3327d sc_fly_static elementor-widget elementor-widget-spacer\" data-id=\"dc3327d\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3f8cba3 elementor-widget-divider--view-line sc_fly_static elementor-widget elementor-widget-divider\" data-id=\"3f8cba3\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2b3b619 sc_fly_static elementor-widget elementor-widget-trx_sc_title\" data-id=\"2b3b619\" data-element_type=\"widget\" data-widget_type=\"trx_sc_title.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div\t\tclass=\"sc_title sc_title_default\" ><h5 class=\"sc_item_title sc_title_title sc_item_title_style_default sc_item_title_tag\"\n\t\t\t><span class=\"ez-toc-section\" id=\"Lawyers\"><\/span><span class=\"sc_item_title_text\">Lawyers<\/span><span class=\"ez-toc-section-end\"><\/span><\/h5><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-a9c8bf7 sc_content_align_inherit sc_layouts_column_icons_position_left sc_fly_static\" data-id=\"a9c8bf7\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-351f856 elementor-widget__width-auto sc_fly_static elementor-widget elementor-widget-counter\" data-id=\"351f856\" data-element_type=\"widget\" data-widget_type=\"counter.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-counter\">\n\t\t\t\t\t\t<div class=\"elementor-counter-number-wrapper\">\n\t\t\t\t<span class=\"elementor-counter-number-prefix\"><\/span>\n\t\t\t\t<span class=\"elementor-counter-number\" data-duration=\"1000\" data-to-value=\"1100\" data-from-value=\"0\">0<\/span>\n\t\t\t\t<span class=\"elementor-counter-number-suffix\">+<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a319ec7 sc_fly_static elementor-widget elementor-widget-spacer\" data-id=\"a319ec7\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5390938 elementor-widget-divider--view-line sc_fly_static elementor-widget elementor-widget-divider\" data-id=\"5390938\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5ed8155 sc_fly_static elementor-widget elementor-widget-trx_sc_title\" data-id=\"5ed8155\" data-element_type=\"widget\" data-widget_type=\"trx_sc_title.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div\t\tclass=\"sc_title sc_title_default\" ><h5 class=\"sc_item_title sc_title_title sc_item_title_style_default sc_item_title_tag\"\n\t\t\t><span class=\"ez-toc-section\" id=\"Partners\"><\/span><span class=\"sc_item_title_text\">Partners<\/span><span class=\"ez-toc-section-end\"><\/span><\/h5><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-41f5789 sc_fly_static elementor-widget elementor-widget-trx_sc_title\" data-id=\"41f5789\" data-element_type=\"widget\" data-widget_type=\"trx_sc_title.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div\t\tclass=\"sc_title sc_title_default\" ><h6 class=\"sc_item_title sc_title_title sc_item_title_style_default sc_item_title_tag\"\n\t\t\t><span class=\"ez-toc-section\" id=\"Locations_across_LawLex\"><\/span><span class=\"sc_item_title_text\">Locations across LawLex\n<\/span><span class=\"ez-toc-section-end\"><\/span><\/h6><div\tclass=\"sc_item_button sc_button_wrap sc_item_button sc_item_button_simple sc_item_button_size_normal sc_title_button\"><a href=\"https:\/\/thelawlex.com\/ge\/offices\/\" class=\"sc_button sc_button_simple sc_button_size_normal sc_button_icon_left\"><span class=\"sc_button_text\"><span class=\"sc_button_title\">Find an Office<\/span><\/span><\/a><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-d73ef79 elementor-section-boxed elementor-section-height-default elementor-section-height-default sc_fly_static\" data-id=\"d73ef79\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-7a4061d sc_content_align_inherit sc_layouts_column_icons_position_left sc_fly_static\" data-id=\"7a4061d\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f52446b elementor-widget__width-auto sc_fly_static elementor-widget elementor-widget-counter\" data-id=\"f52446b\" data-element_type=\"widget\" data-widget_type=\"counter.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-counter\">\n\t\t\t\t\t\t<div class=\"elementor-counter-number-wrapper\">\n\t\t\t\t<span class=\"elementor-counter-number-prefix\"><\/span>\n\t\t\t\t<span class=\"elementor-counter-number\" data-duration=\"1000\" data-to-value=\"35\" data-from-value=\"0\">0<\/span>\n\t\t\t\t<span class=\"elementor-counter-number-suffix\">+<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a06fb25 sc_fly_static elementor-widget elementor-widget-spacer\" data-id=\"a06fb25\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5b93e41 elementor-widget-divider--view-line sc_fly_static elementor-widget elementor-widget-divider\" data-id=\"5b93e41\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6646953 sc_fly_static elementor-widget elementor-widget-trx_sc_title\" data-id=\"6646953\" data-element_type=\"widget\" data-widget_type=\"trx_sc_title.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div\t\tclass=\"sc_title sc_title_default\" ><h5 class=\"sc_item_title sc_title_title sc_item_title_style_default sc_item_title_tag\"\n\t\t\t><span class=\"ez-toc-section\" id=\"Countries\"><\/span><span class=\"sc_item_title_text\">Countries\n<\/span><span class=\"ez-toc-section-end\"><\/span><\/h5><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-4f998ce sc_content_align_inherit sc_layouts_column_icons_position_left sc_fly_static\" data-id=\"4f998ce\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d77529f elementor-widget__width-auto sc_fly_static elementor-widget elementor-widget-counter\" data-id=\"d77529f\" data-element_type=\"widget\" data-widget_type=\"counter.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-counter\">\n\t\t\t\t\t\t<div class=\"elementor-counter-number-wrapper\">\n\t\t\t\t<span class=\"elementor-counter-number-prefix\"><\/span>\n\t\t\t\t<span class=\"elementor-counter-number\" data-duration=\"1000\" data-to-value=\"30\" data-from-value=\"0\">0<\/span>\n\t\t\t\t<span class=\"elementor-counter-number-suffix\">+<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1157dd1 sc_fly_static elementor-widget elementor-widget-spacer\" data-id=\"1157dd1\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c6eb820 elementor-widget-divider--view-line sc_fly_static elementor-widget elementor-widget-divider\" data-id=\"c6eb820\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f842da5 sc_fly_static elementor-widget elementor-widget-trx_sc_title\" data-id=\"f842da5\" data-element_type=\"widget\" data-widget_type=\"trx_sc_title.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div\t\tclass=\"sc_title sc_title_default\" ><h5 class=\"sc_item_title sc_title_title sc_item_title_style_default sc_item_title_tag\"\n\t\t\t><span class=\"ez-toc-section\" id=\"Offices\"><\/span><span class=\"sc_item_title_text\">Offices\n<\/span><span class=\"ez-toc-section-end\"><\/span><\/h5><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6167fde scheme_light elementor-section-boxed elementor-section-height-default elementor-section-height-default sc_fly_static\" data-id=\"6167fde\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-extended\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-1c89d56 sc_content_align_inherit sc_layouts_column_icons_position_left sc_fly_static\" data-id=\"1c89d56\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section data-animation-type=\"block\" class=\"elementor-section elementor-inner-section elementor-element elementor-element-ee43832 elementor-section-boxed elementor-section-height-default elementor-section-height-default animation_type_block sc_fly_static elementor-invisible\" data-id=\"ee43832\" data-element_type=\"section\" data-settings=\"{&quot;animation&quot;:&quot;variety-fadeinup&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-94be26c sc_content_align_inherit sc_layouts_column_icons_position_left sc_fly_static\" data-id=\"94be26c\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-02106cf sc_fly_static elementor-widget elementor-widget-trx_sc_title\" data-id=\"02106cf\" data-element_type=\"widget\" data-widget_type=\"trx_sc_title.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div\t\tclass=\"sc_title sc_title_default\" ><span class=\"sc_item_subtitle sc_title_subtitle sc_item_subtitle_above sc_item_title_style_default\">contact us<\/span><h3 class=\"sc_item_title sc_title_title sc_item_title_style_default sc_item_title_tag\"\n\t\t\t><span class=\"ez-toc-section\" id=\"Get_in_touch\"><\/span><span class=\"sc_item_title_text\">Get in touch<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-7700ebc elementor-widget-divider--view-line sc_fly_static elementor-widget elementor-widget-divider\" data-id=\"7700ebc\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t<div class=\"elementor-element elementor-element-c083e51 e-flex e-con-boxed sc_layouts_column_icons_position_left e-con e-parent\" data-id=\"c083e51\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9e530a0 sc_fly_static elementor-widget elementor-widget-trx_sc_title\" data-id=\"9e530a0\" data-element_type=\"widget\" data-widget_type=\"trx_sc_title.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div\t\tclass=\"sc_title sc_title_default\" ><h4 class=\"sc_item_title sc_title_title sc_align_left sc_item_title_style_default sc_item_title_tag\"\n\t\t\t><span class=\"ez-toc-section\" id=\"We_look_forward_to_discussing_your_concerns_personally\"><\/span><span class=\"sc_item_title_text\">We look forward to discussing your concerns personally\n<\/span><span class=\"ez-toc-section-end\"><\/span><\/h4><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-617d507 sc_fly_static elementor-widget elementor-widget-trx_sc_button\" data-id=\"617d507\" data-element_type=\"widget\" data-widget_type=\"trx_sc_button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div\tclass=\"sc_item_button sc_button_wrap\" ><a href=\"https:\/\/thelawlex.com\/ge\/contact-us\/\" class=\"sc_button sc_button_default sc_button_size_normal sc_button_icon_left color_style_link2\" ><span class=\"sc_button_text\"><span class=\"sc_button_title\">Contact<\/span><\/span><\/a><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Complaints Handling Procedure If your unhappy about any aspects of the service you have received or about the bill it is an important that you let us know as soon&hellip;<\/p>\n","protected":false},"author":2,"featured_media":27692,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-25776","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>LawLex | Transparent Complaint Handling Process<\/title>\n<meta name=\"description\" content=\"Understand our structured approach to resolving complaints efficiently and fairly, ensuring client confidence in our services.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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