Complaints Procedure

Complaints Procedure

1. Introduction

At LLB Legal Marketing Limited (“we”, “our”, “us”), we are committed to providing high-quality services and ensuring that any concerns or complaints are addressed promptly and effectively. This Complaints Procedure outlines how you can raise a complaint and how we will handle it.

2. How to Make a Complaint

If you are dissatisfied with our services or have any concerns, please follow these steps to make a complaint:

2.1. Initial Contact

• By Phone: Call us at 03330505381. Our customer service team will record the details of your complaint and attempt to resolve the issue over the phone.
• By Email: Send an email to complaints@llblegalmarketing.co.uk. Please include your name, contact details, and a clear description of your complaint.

2.2. Formal Complaint Submission

If your complaint is not resolved to your satisfaction after initial contact, you may submit a formal complaint:

• By Post: Send a written complaint to:
  LLB Legal Marketing Limited
  12 Chapel Street
  Hyde, England
  SK14 1LF

In your complaint, please include:

• Your full name and contact details
• A detailed description of your complaint
• Any relevant documentation or evidence

3. Complaint Handling Process

3.1. Acknowledgment

We will acknowledge receipt of your formal complaint within 5 working days of receiving it. This acknowledgment will include details of the person handling your complaint and the timeframe for a response.

3.2. Investigation

Your complaint will be investigated by a senior member of our team. We will review all relevant information and aim to resolve the issue within 20 working days from the date of acknowledgment. If the investigation requires additional time, we will inform you of the delay and provide an updated timeframe.

3.3. Response

Once the investigation is complete, we will send you a written response detailing the findings and any actions we propose to take. If we are unable to resolve your complaint to your satisfaction, we will explain why and offer any further steps you can take.

4. Escalation

If you are not satisfied with our final response, you may escalate your complaint to the relevant regulatory body. For complaints related to marketing activities, you can contact the Advertising Standards Authority (ASA) or the relevant industry regulator.

5. Record Keeping

We will keep a record of your complaint and our handling of it for a period of at least 12 months from the date of resolution.

6. Contact Us

For any questions regarding our Complaints Procedure, or if you need assistance, please contact us at:

LLB Legal Marketing Limited
12 Chapel Street
Hyde, England
SK14 1LF
Contact Number: 03330505381