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Complaints procedure

Viberts are committed to providing a high quality service to all of our clients and to ensure we continue to achieve this we are always open to receiving feedback from our clients on the manner in which their matter was handled, the way our staff interacted with them or any other aspect of the relationship. In particular, if you have concerns over any aspect of your relationship with the firm we would like to hear from you.

Should you at any time become unhappy with any aspect of our service, please write to the fee earner responsible for your matter in the first instance. If that does not resolve your problem to your satisfaction or you would prefer not to write to the fee earner directly responsible for your matter you can write to the person responsible for supervising your matter as detailed in your engagement letter who will initiate the firm’s formal complaints procedure.

Should this be necessary, you should expect to receive acknowledgement in writing within two working days including details of the person appointed to review your concerns. We endeavour to respond to all complaints within five working days however this may not be possible in complex matter. If this is the case, we will inform you of this fact and provide an update on the progress of our review but we aim to conclude any complaints within twenty eight days.

Should this review not address your complaint to your satisfaction, you may write to the Practice Director, Craig Grant.

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