Our complaints policy explains how Insolvency & Law handles concerns about our service. We aim to provide every client with a high-quality service. However, if you believe something has gone wrong, please tell us. Your feedback helps us improve our standards.

If you wish to make a complaint, please send us the details. We will consider your complaint within 28 days.

What happens after you make a complaint?

1. We will acknowledge your complaint by email within three days of receiving it. We will also enclose a copy of this procedure.
2. We will then investigate your complaint. Our director, Peter Murray, will normally review your matter file and speak to the member of staff who acted for you.
3. If necessary, Peter Murray will invite you to a meeting to discuss and, where possible, resolve your complaint. He will arrange this within 14 days of sending the acknowledgement email.
4. Within three days of the meeting, Peter Murray will write to confirm what took place and any solution agreed with you.
5. If you do not want a meeting, or a meeting is not possible, Peter Murray will send a detailed written reply. It will include his suggestions for resolving the matter. He will send it within 21 days of the acknowledgement letter.

If you remain dissatisfied

6. If you remain dissatisfied, please contact us again. We will arrange for another director, or someone at the firm who has not been involved, to review the decision. Alternatively, we may arrange an appropriate independent review by a solicitor or barrister, or use mediation.
7. We will write to you within 14 days of receiving your review request. Our response will confirm our final position and explain our reasons.

Contact us about this complaints policy

Please read and retain this notice. To make a complaint or contact us about this policy, email info@insolvencyandlaw.com.