Verida Legal Ltd – Complaints Procedure


1. Purpose of this Procedure


Verida Legal Ltd is authorised and regulated by the Solicitors Regulation Authority. SRA Number: 8014351. Verida Legal Ltd is committed to providing a high-quality legal service to all clients. This Complaints Procedure explains how we handle complaints in a way that is fair, transparent, and compliant with the SRA Standards and Regulations 2019 and the requirements of the Legal Ombudsman. If you require this Complaints Procedure in an alternative format, please contact us.


This procedure applies to all work carried out by Verida Legal.


2. Our Commitment


We aim to:


  • Deal with complaints promptly, fairly, and consistently
  • Resolve concerns at the earliest possible stage
  • Learn from complaints to improve our service
  • Ensure clients are not disadvantaged for raising a complaint


Making a complaint will not affect how we handle your case or any future instructions.


3. The Topic of Complaint


A complaint is an expression of dissatisfaction about:


  • The service we have provided
  • The way a matter has been handled
  • The conduct of a member of the firm
  • Fees or billing (where not already resolved)


Complaints can be made verbally or in writing.


4. Informal Resolution (Stage 1)


We encourage you to raise concerns as soon as possible. If you are dissatisfied with any aspect of our service, you should first raise the issue with the solicitor handling your case. Many concerns can be resolved quickly and informally.


We aim to resolve complaints informally within 5 working days, where possible.


5. Formal Complaints Procedure (Stage 2)


If the issue cannot be resolved informally, or you prefer to make a formal complaint, you may do so in writing.


Formal complaints should be addressed to Jack Cooper - Director and Compliance Officer for Legal Practice (COLP). Contact details are as follows: 


  • Email -  jack@veridalegal.co.uk
  • Post -  Verida Legal Limited, Unit A1, Haslemere Industrial Estate, Wigan, WN4 0BZ


Please provide as much detail as possible, including your name, contact details, our reference number, the particulars of your complaint and the outcome that you are seeking.


We will acknowledge receipt of your formal written complaint within 3 working days of receiving it. Your complaint will then be investigated. The investigation may include:


  • Reviewing the case file and correspondence
  • Speaking with the individuals involved
  • Considering relevant policies and regulatory obligations


We will provide a full written response within 28 days of acknowledging your complaint. If we are unable to provide a full response within this timeframe (for example, due to complexity or absence), we will explain the reason for the delay and provide an updated timescale. Our response will set out:


  • The outcome of our investigation
  • Any findings
  • Any proposed remedy


6. Legal Ombudsman (Stage 3)


If you are not satisfied with our final response, you have the right to refer your complaint to the Legal Ombudsman, who deals with complaints about legal services. Contact details are as follows:


Website: www.legalombudsman.org.uk

Email: enquiries@legalombudsman.org.uk

Telephone: 0300 555 0333

Post: PO Box 6167, Slough, SL1 0EH


You must normally bring your complaint to the Legal Ombudsman within 6 months of receiving our final written response and no more than one year from the date of the act or omission complained about, or one year from when you should reasonably have known there was cause for complaint.


The Legal Ombudsman will confirm whether your complaint falls within its jurisdiction.


7. Solicitors Regulation Authority (SRA)


The SRA regulates solicitors and law firms. The SRA does not deal with complaints about service quality, but you may report concerns to the SRA if you believe there has been a breach of professional rules, such as serious misconduct.


Further information can be found at: www.sra.org.uk


8. Complaints About Barristers or Third Parties


If your complaint relates to the service provided by a barrister instructed on your behalf, the complaint should normally be directed to the barrister’s chambers or the Bar Standards Board.


We will provide the relevant contact details upon request and assist you where appropriate.


9. Recording and Monitoring Complaints


All complaints, whether informal or formal, are:


  • Recorded in the firm’s Complaints Register
  • Logged on the firm’s case management system 
  • Reviewed quarterly by the COLP


Complaints are reviewed to identify training needs and areas for improvement to the service we provide.


10. Confidentiality and Data Protection


All complaints are handled confidentially and in accordance with data protection legislation. Information relating to complaints will only be shared where necessary to investigate and resolve the issue or where required by law or regulation.


11. Review of this Procedure



This Complaints Procedure is reviewed either annually or earlier if required due to changes in regulation, guidance, or firm structure.