Complaints Procedure

Guardian Legal is committed to providing outstanding customer service and we do our utmost to treat all our clients fairly.

When a problem arises or something goes wrong, you need you to let us know. This gives us the opportunity to address the issue and to try to satisfy your concerns. It also helps us to improve our customer service standards.

What should I do if I have a complaint?
Clients who wish to make a complaint can either write to us at the following address:

Guardian Legal
Castle Hill House
Huntingdon
Cambridgeshire
PE29 3TE

Alternatively, you can email info@Guardianlegal.org.uk

NB: For certainty of receipt, we recommend you send postal mail by recorded delivery or ask for an email read receipt if electronic mail is your preferred choice of communication.

What happens next?

You will receive a courtesy call once we have received your complaint and we will tell you who is dealing with the matter.  We will also supply a copy of this procedure to you. We may also wish to ask you for further clarification regarding your complaint.

Once we feel all the relevant information has been collected we will be in touch within 14- days with suggestions of resolving the matter.

What happens if I do not agree?

If you inform us that the solution is not acceptable, the matter will then be passed to the board of directors for them to independently review. Of course, at any time you can ask for your complaint to be referred to the board of directors. The board of directors will conduct an investigation into your complaint.

The board of directors (or someone on their behalf and at their direction) will contact you within 14-days of the referral to them, confirming our final position on your complaint and setting out our reasons.

If we have to change any of the above timescales we will let you know and explain the reasons for the change.

(NB: All complaints will be treated in the strictest confidence. We operate in accordance to the Data Protection Act 1998 and the Privacy & Electronic Communications Regulations 2003.)