Complaints

Tell us about your problem

At Libra Lawyers International, we are committed to providing excellent legal services to all our clients. If you have any complaints or concerns, please fill out the form or send us an email, and we will get back to you as soon as possible.

Complaints Procedure

Step One:

If you haven't already done so, please inform us fully of the details of your issue or concern.

Step Two:

We will record the nature of the problem and we shall confirm what will happen next.

Step Three:

We will review the issue by examining the relevant case file and speaking with the staff member involved. You will receive a response within 28 days. If, for any reason, we are unable to complete the investigation within this timeframe, we will notify you in writing, explaining the reason for the delay and providing an updated timeline. Once the investigation is concluded, we will assess whether a meeting is necessary to resolve the issues you raised. Should a meeting be required, we will extend an invitation to you once we've provided a response to your complaint.

Step Four:

If you prefer not to meet to discuss your complaint, we will send you a comprehensive written response, including a proposed solution, within 28 days from the date we acknowledge your complaint.

Step Five:

If you are satisfied with the outcome provided in Step 3 or Step 4, we will consider the matter closed. However, if you feel your complaint has not been fully resolved, please contact us again. We will arrange for a [Director], [a staff member unconnected with the issue], or [another local solicitor] to conduct a further review of the decision. They will respond to you in writing within 28 days of receiving your request, explaining the final position and any redress that may be offered.

Step Six:

If you remain unsatisfied, and for whatever reason, we are unable to resolve the problem to your satisfaction, you have a right to make a complaint to the Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ Tel - 0300 555 0333 or +44 121 245 3050 (if calling from abroad), Website - www.legalombudsman.org.uk, E-mail -enquiries@legalombudsman.org.uk. You have a right to complain to the Legal Ombudsman after you have exhausted the firm's internal complaints procedure and within six months of receiving a final written response from us about your complaint