Complaints Policy

1. Introduction

At Veritas Unus, we are committed to providing the highest standard of service to our clients. However, if you are dissatisfied with any aspect of our service, we encourage you to let us know. This Complaints Policy outlines our procedure for handling complaints to ensure they are addressed promptly and fairly.

2. How to Make a Complaint

By Email: Send your complaint to complaints@veritasunus.com.

Please provide as much detail as possible about the nature of your complaint, including any relevant documents and the names of any individuals involved.

3. Acknowledgment of Your Complaint

We will acknowledge receipt of your complaint within 3 business days. This acknowledgment will include the following information:

- Confirmation that we have received your complaint.

- The name and contact details of the person handling your complaint.

- An outline of the next steps in our complaints process.

4. Investigating Your Complaint

We aim to investigate all complaints thoroughly and impartially. The person handling your complaint will review the details, gather any necessary information, and may contact you for further clarification. This process will typically involve:

- Reviewing all relevant documents and correspondence.

- Speaking with any members of staff involved.

- Consulting with relevant experts, if necessary.

5. Our Response

Within 21 days of acknowledging your complaint, we will provide a written response. This response will include:

- A summary of your complaint.

- The results of our investigation.

- Our conclusions and any proposed actions to resolve the matter.

If we require more time to complete our investigation, we will inform you of the delay and provide a new timeline for our response.

6. If You Are Not Satisfied

If you are not satisfied with our response, you may request a further review. Your complaint will then be escalated to a senior partner who will conduct an independent review. You will receive a written response within 14 days of your request for a review.

7. External Review

If you remain dissatisfied after our internal review, you may refer your complaint to the Legal Ombudsman. The Legal Ombudsman is an independent body that investigates complaints about legal services. You can contact them as follows:

- In Writing: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

- By Telephone: 0300 555 0333

- By Email: enquiries@legalombudsman.org.uk

- Website: [www.legalombudsman.org.uk](http://www.legalombudsman.org.uk)

Please note that you must refer your complaint to the Legal Ombudsman within six months of receiving our final response and within six years of the act or omission that led to your complaint (or within three years of when you should reasonably have known there was cause for complaint).

8. Record Keeping

We maintain a record of all complaints and their outcomes. This helps us to monitor our performance and improve our services. All complaint records are kept confidential and in accordance with our Privacy Policy.

9. Policy Review

We review our Complaints Policy regularly to ensure it remains effective and up to date. Any changes to the policy will be posted on our website.

Contact Us

If you have any questions about our Complaints Policy, please contact us at complaints@veritasunus.com.

Veritas Unus is committed to resolving complaints fairly, promptly, and efficiently. We value your feedback and use it to enhance the quality of our services.