Our Commitment to Quality Service
We are committed to providing a high-quality service to our clients and their customers. When someone is dissatisfied, we want to know about it and take it very seriously. We also use any feedback we receive to review our processes and improve our service.
How to Make a Complaint
You can register a complaint verbally or in writing, including by email.
Our contact details are:
- Email: Solutions@idr.legal
- Telephone: +44 (0)1494 911090
- Address: The Island, Moor Road, Chesham, Bucks, HP5 1NZ
It is our aim to investigate your complaint competently and impartially to assess your concerns fairly and promptly.
Timescales for Addressing Complaints
We aim to deal with your complaint as soon as it arises and resolve it within 3 working days. However, in some cases, more time may be needed. Below is the timescale we follow:
By Day 5
If we cannot resolve your complaint within 3 working days, we will provide a written acknowledgement within 5 working days. This acknowledgement will:
- Confirm that your complaint has been received
- State that it is being dealt with
- Provide a timescale for a final written response
By Day 28 (4 Weeks)
If we have not provided a full response to your complaint by day 28, we will write to you again to confirm that our investigations are still ongoing.
By Day 56 (8 Weeks)
In the unlikely event we are unable to issue a final response within 56 days (8 weeks), we will send you a progress update. We will also include information on how you can refer your complaint to the Solicitors Regulation Authority (SRA).
Our Response to Your Complaint
After a full investigation, we will respond in writing. Our final response will outline:
- Our findings
- Our decision
- Any appropriate remedial action based on your specific situation
If You Are Dissatisfied with Our Decision
If you remain dissatisfied with our response, you have the right to refer your complaint to the Solicitors Regulation Authority (SRA). For more information, please visit: https://www.sra.org.uk