LawBite Customer Complaints Policy

 

1. Overview

We welcome all feedback from our clients and although we hope that our clients won't have cause for complaint we do understand that at times you may wish to contact us to discuss concerns that you may have about our services. This policy sets out how you can contact us to make a complaint and how we will deal with any complaint you make.

 

2. Who we are and how you can contact us

2.1 Lawbit Limited (trading as “LawBite”) operates the LawBite online platform providing documents and software tools. LawBriefs Limited facilitates the provision of legal advice on the platform and is authorised and regulated by the Solicitors Regulation Authority (“SRA”). If you have any complaint against either of these organisations that you feel can’t be resolved directly with the person responsible for your matter then please contact LawBite as below:

Contact name: Lawyer Manager

Email address: [email protected]

Phone number: 020 3808 8314

Correspondence Address: Studio 403, Ladbroke Grove, London, W10 5AD

Registered office address: 39 Long Acre, London, WC2E 9LG

 

3. When to contact us

3.1 A complaint can cover any element of the services that we provide and can also
relate to:
- things that our staff have or haven’t done;
- the level of customer service provided by us or any of our staff;
- the quality of the legal services that we have provided;
- the timing of delivery of the services that we have provided.

3.2 The SRA describes a complaint as any expression of dissatisfaction that a client has
suffered (or may suffer) financial loss, distress, inconvenience or other detriment.

3.3 You may want to contact us for other reasons such as to ask for more information
about the products and services that we provide and you can find details of how to do
this on the contact us page of our website.

 

4. What information to provide in relation to a complaint

Please provide as much information as possible when making a complaint and in
particular:
4.1 Your name and contact details together with confirmation of the method that you
would be preferred to be contacted by in discussing your complaint;

4.2 Details of the matter that you are complaining about with details of the file number
where relevant;

4.3 If your complaint relates to a particular member of our staff please provide the
name or other information to help us identify them;

4.4 Any documentation that relates to your complaint or details of the file on the
LawBite portal where the documentation or correspondence is stored; and

4.5 Any further information in relation to your complaint and details of how you would
like to see the complaint resolved.

 

5. How we will handle your complaint

5.1 The Legal Operations Manager and a Lawyer Manager will carry out an
investigation in relation to your complaint and will refer your complaint internally to
our Compliance Officer for Legal Practice (COLP) and/or Compliance Officer for Finance
and Administration (COFA), if appropriate. All complaints will be investigated
thoroughly and impartially, obtaining and considering evidence objectively.

5.2 The Legal Operations Manager or Lawyer Manager handling your complaint will
follow the steps outlined below:

Completion of the investigation	Within 14 working days after the date when the complaint is received
Where appropriate, hold a meeting or conference call to discuss the findings of the investigation and, if appropriate, potential compensation measures	As soon as possible after completion of the investigation
Confirm the outcome of the meeting or conference call in writing	Within 3 working days after the meeting or conference call
If a meeting or conference call is not possible to arrange or is not appropriate, inform the client in writing about the findings of the investigation	Within 21 working days after the date when the complaint is received

 

5.3 Please note that while we will endeavour to resolve your complaint within the
timescales indicated above this might not be possible due to the nature or complexity
of your complaint or where we are not able to contact you for further information for
example. In these circumstances, we will keep you informed of the timescales we are
working to.

 

6. External complaints procedure

6.1 As LawBriefs Limited is an SRA regulated law firm you have the right to refer any
complaint in relation to its services to the Legal Ombudsman if you are not satisfied
with the outcome of our internal complaints procedure outlined at 5 above:
- if we have not managed to resolve your complaint within 8 weeks of the date of your
complaint; and
- within 6 months of the date of our final response.
Contact details for the Legal Ombudsman are set out below:
PO Box 6806, Wolverhampton, WV1 9WJ website:
www.legalombudsman.org.uk
Tel: 0300 555 0333
Email: [email protected]

6.2 The SRA can help if you are concerned about the actions of LawBriefs Limited. This
could be for things like dishonesty, taking or losing your money or treating you unfairly
because of your age, a disability or other characteristic. Visit their website at
www.sra.org.uk/consumers/problems/report-solicitor/ to see how you can raise your
concerns with the Solicitors Regulation Authority.

 

7. Confidentiality and data protection.

7.1 We will ensure that all complaints are dealt with confidentially and information
you provide will only be shared with individuals that we need to discuss your
complaint with during the process outlined at 5 above and our external complaints
organisation outlined at 6 above if necessary.

7.2 If we would like to share details of your complaint for any other reason (such as
staff training) we will ensure the details shared do not identify you.

7.3 Any personal data that we collect during handling your complaint will held in
accordance with the relevant data protection legislation and our privacy policy which
can be found here.

 

8. Policy Updates

This policy was adopted on 30 May 2022. Our COLP, Andrew Wallis, has overall
responsibility for this complaints policy and ensuring that it is regularly reviewed and
updated if necessary.