Complaints Policy
Last updated: January 14, 2025
Our Commitment
Legal Pilot is committed to providing high-quality services to all our clients. When something goes wrong, we need you to tell us about it. This will help us improve our standards and ensure client satisfaction.
How to Make a Complaint
Step 1: Initial Contact
You can submit your complaint through any of these channels:
Legal Pilot
Office No. 18, 9.17 Capital Tower
91 Waterloo Road
London SE1 8RT
United Kingdom
Email: contact@legalpilot.com
Phone: +357 95 567 212
Please provide:
- Your full name and contact details
- Detailed description of your complaint
- Any relevant documentation
- Your desired outcome
Step 2: Acknowledgment
We will acknowledge your complaint within 2 business days of receipt.
Our Complaint Handling Process
Initial Assessment
- We will review your complaint within 5 business days
- Assign a dedicated complaint handler
- Determine if we need additional information
Investigation
We will:
- Thoroughly investigate your concerns
- Review all relevant documents
- Consult with relevant staff members
- Consider applicable regulations and best practices
Resolution Timeline
- We aim to resolve complaints within 15 business days
- Complex cases may require up to 30 business days
- You will be kept informed of progress throughout
Your Rights During the Process
You have the right to:
- Be treated fairly and respectfully
- Receive clear information about the process
- Get regular updates on the progress
- Appeal our decision if unsatisfied
Possible Outcomes
We may:
- Provide an explanation or apology
- Take corrective action
- Offer compensation where appropriate
- Implement process improvements
- Provide staff training
Confidentiality
All complaints will be handled:
- Confidentially
- In accordance with data protection laws
- With appropriate security measures
Record Keeping
We maintain records of:
- All complaints received
- Actions taken
- Resolution outcomes
- Time taken to resolve
- Improvements implemented
Service Improvement
We use complaints to:
- Identify service improvements
- Update our procedures
- Train our staff
- Enhance client satisfaction
Appeals Process
If you are unsatisfied with the resolution:
- You can appeal within 30 days
- A senior manager will review your case
- A final decision will be made within 15 business days
External Resolution
If you remain unsatisfied after our internal process:
- You may seek external dispute resolution
- Contact relevant regulatory bodies
- Seek independent legal advice
Monitoring and Reporting
We regularly:
- Review complaints data
- Analyze trends
- Report to management
- Implement improvements
Staff Training
Our staff are trained to:
- Handle complaints professionally
- Show empathy and understanding
- Follow our complaints procedure
- Maintain confidentiality
Contact Information
For all complaints-related matters, please contact:
Legal Pilot
Office No. 18, 9.17 Capital Tower
91 Waterloo Road
London SE1 8RT
United Kingdom
Email: contact@legalpilot.com
Phone: +357 95 567 212
Policy Review
This policy is reviewed annually and updated as needed to ensure:
- Effectiveness
- Compliance with regulations
- Best practice standards
- Client satisfaction
Last reviewed: January 14, 2025
