If we get it wrong
The Legal Services Board found complaints procedures to be one of three weak spots in unregulated legal help. We said we would be the counter-example, so here is ours, with dates in it.
Tell us
Email complaints@arcredress.com. Say what happened and what you would like us to do. You do not need to use the word complaint, and you do not need to be polite about it.
What happens, and when
- Within 3 working daysWe acknowledge it, in writing, and tell you who is looking at it.
- Within 20 working daysWe reply with what we found, what we are doing about it, and what we are not — with reasons.
- If it will take longerWe tell you before the 20 days are up, why, and when you will hear.
What we do with it afterwards
If the complaint reveals a defect, it goes into our defect ledger with the rule that now prevents it, the same as any other. That is a public discipline in this build: nothing is recorded as fixed without the test that would have caught it.
If you are not satisfied
We are not regulated by the Solicitors Regulation Authority and we are not in the Legal Ombudsman's scheme, because neither covers what we do. So the honest list of where else to go is:
- Trading Standards, via the Citizens Advice consumer service — for a service that was not as described.
- The Information Commissioner's Office — for anything about your data. You can go to them directly; you do not have to come to us first.
- The Competition and Markets Authority — for a misleading claim.
Naming the people who can hold us to account, including for the things we would rather they did not, is the point of a complaints procedure. A page that lists only ourselves is a suggestion box.