Complaints Procedure

360 Business Law Limited Complaints Policy

1. Introduction
   360 Business Law Limited (“the Firm”) is dedicated to providing high-quality legal services and maintaining excellent standards of client care. We understand that, despite our best efforts, there may be occasions when our service does not meet your expectations. This Complaints Policy outlines our approach to handling complaints to ensure that they are managed promptly, fairly, and transparently.
   We value your feedback and view complaints as an opportunity to learn, improve our services, and enhance the client experience. We aim to resolve complaints efficiently and maintain trust and confidence in our professional relationships.
2. Purpose
   The purpose of this policy is to:
   Provide clients and other stakeholders with a clear and accessible procedure for raising complaints.
   Ensure that complaints are investigated thoroughly, impartially, and in a timely manner.
   Use feedback from complaints to drive improvements in our service delivery and client care.
3. Scope
   This policy applies to:
   • All clients of 360 Business Law Limited, including individuals, businesses, and organisations engaging with the Firm for legal services.
   • Potential clients who may have experienced issues during the engagement or onboarding process.
   • Third parties who have been affected by the services provided by the Firm, such as suppliers or other service providers.
   The Firm operates as an unregulated law firm in England and Wales and provides services in over 100 jurisdictions worldwide. This policy specifically governs how complaints are managed in our England and Wales operations and outlines our internal processes for addressing and resolving grievances.
4. Limitations of Complaints to Regulatory Bodies
   As an unregulated law firm, 360 Business Law Limited is not authorised or overseen by the Solicitors Regulation Authority (SRA) or any other legal regulatory body in England and Wales. This affects the avenues available to clients and other entities for escalating complaints:
   • Complaints to the SRA: The SRA regulates solicitors and authorised law firms. It does not regulate unregulated legal service providers, including 360 Business Law Limited. Consequently, clients do not have the right to complain to the SRA about our services, and the SRA cannot investigate complaints or take disciplinary action against us.
   • Complaints to the Legal Ombudsman: The Legal Ombudsman is responsible for handling complaints about regulated legal professionals and firms. As an unregulated entity, complaints about the services provided by 360 Business Law Limited cannot be referred to the Legal Ombudsman for investigation or redress.
   • Misrepresentation of Regulatory Status: If an unregulated firm misrepresents itself as being regulated, this can be reported to the SRA, which can take action against false claims. However, this process does not provide a direct remedy for individual service complaints.
   Given these limitations, we encourage clients to utilise the Firm’s internal complaints procedure outlined in this policy as the primary method of resolving any concerns.
5. How to Make a Complaint
   If you are dissatisfied with any aspect of our service, we encourage you to raise your concerns with us as soon as possible. Complaints can be made through any of the following methods:
   • Address: 360 Business Law Limited, 377-399 London Road, Camberley, Surrey, GU15 3HL
   • Email: complaints@360businesslaw.com
   • Telephone: +44 0333 772 0926
6. Information Required to Process Your Complaint
   To help us handle your complaint efficiently, please provide the following information:
   • Your Details: Include your full name, address, contact details, and any relevant reference numbers.
   • Nature of the Complaint: Provide a clear and detailed description of the issue, including relevant dates, times, the names of any staff involved, and specific concerns.
   • Supporting Documentation: Attach any relevant documents, such as emails, letters, or other communications, that may help us understand your complaint.
   • Desired Outcome: Specify the resolution you are seeking, such as an explanation, an apology, a change in procedure, or a specific remedial action.
7. Our Complaints Handling Procedure
   Our complaints handling process is designed to ensure that your concerns are addressed thoroughly and impartially. The steps involved in our procedure are as follows:
   1. Acknowledgement of Your Complaint
   We will acknowledge receipt of your complaint within three working days. This acknowledgement will include the name and contact details of the person assigned to handle your complaint and an outline of the next steps.
   2. Investigation of the Complaint
   A senior member of the Firm, who has not been directly involved in the matter, will conduct an independent investigation. This may involve reviewing relevant files, consulting with involved staff members, and considering any information you provide.
   3. Outcome and Response
   We will aim to provide a written response within 14 working days of acknowledging your complaint. In our response, we will:
   o Summarise your complaint and the issues raised.
   o Outline the steps taken during our investigation.
   o Provide our findings and conclusions.
   o Detail any actions we propose to resolve the complaint, including any remedies or steps to prevent similar issues in the future.
   If we need more time to conduct a thorough investigation, we will inform you of the delay and provide an updated timeline for our response.
   4. Resolution and Closing the Complaint
   If you are satisfied with our response, we will close the complaint, document the outcome, and implement any necessary follow-up actions. If you remain dissatisfied, you have the right to request a further review.
8. Escalation Process
   If you are not satisfied with the initial response to your complaint, you may escalate the matter by writing to the CEO at the following address:
   Robert Taylor CEO & General Counsel
   360 Business Law Limited
   377-399 London Road, Camberley, Surrey, GU15 3HL.
   The CEO & General Counsel will re-examine your complaint, consider any additional concerns, and respond within 14 working days of receiving your escalation request. The CEO & General Counsel’s response will be final.
9. Alternative Dispute Resolution (ADR)
   In the event that we are unable to resolve your complaint through our internal process, you may consider using alternative dispute resolution (ADR) mechanisms, such as mediation or arbitration. ADR can offer a neutral, cost-effective way to resolve disputes without resorting to litigation. We can provide information on appropriate ADR providers if required.
10. Learning from Complaints
    360 Business Law Limited views complaints as a valuable source of feedback. All complaints are reviewed to identify any patterns or trends that could indicate areas for improvement. This process helps us refine our services and enhance client care. Regular training and feedback sessions are conducted with staff to ensure that lessons learned from complaints are embedded in our practices.
11. Confidentiality and Data Protection
    All complaints are treated with the utmost confidentiality. The information you provide will only be shared with those involved in investigating and resolving your complaint. We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018 to ensure that your personal data is handled securely and responsibly.
12. Record Keeping
    We maintain detailed records of all complaints received, including the nature of the complaint, the investigation process, the outcome, and any actions taken. These records are retained for a minimum of six years and are reviewed periodically to ensure ongoing compliance with our complaints handling standards.
13. Monitoring and Review of the Complaints Policy This policy is reviewed annually to ensure it remains effective, relevant, and aligned with industry best practices. Any changes to the policy will be communicated to clients and relevant stakeholders to ensure transparency and ongoing compliance.
14. Contact Us
    If you have any questions regarding this policy, need further assistance, or wish to provide feedback, please contact us using the details provided above.