Overview
This article explains how Legl handles complaints and disputes, including how to raise a complaint, what to expect during the review process, and escalation options. It is for any external party who wishes to raise a concern about Legl’s services or practices.
What this covers
This article outlines:
The purpose of Legl’s complaints procedure
Who can raise a complaint and what it can relate to
How to submit a complaint
How complaints are reviewed and responded to
Escalation options if you are not satisfied
Legl’s approach to fair treatment and continuous improvement
How this works at a high level
Legl encourages customers and external parties to raise concerns if expectations are not met. Complaints are acknowledged, reviewed, and investigated by the appropriate team, with the aim of resolving issues fairly, transparently, and within a clear timeframe.
When you would use this
You may wish to follow this procedure if you have concerns about:
Legl’s services or platform functionality
Legl’s business practices
How personal or organisational information has been handled
How to raise a complaint
You can submit a complaint to Legl using one of the following methods:
Email: [email protected]
Phone: 0207 123 8421
When submitting your complaint, please include:
Your name and preferred contact details (email or phone)
A clear description of the issue, including relevant dates or reference numbers
Any supporting documentation that may help with investigation
ℹ️ Important
Legl keeps a record of all complaints for quality monitoring, training, and compliance purposes.
How complaints are handled
Once your complaint is received, Legl follows this process:
Acknowledgement
Legl will acknowledge receipt of your complaint within one business day, where possible.Initial review and resolution
The Support team will aim to resolve the issue quickly and informally at first contact.Investigation
If the issue cannot be resolved immediately, it will be assigned to the relevant team or manager for further investigation.Response timeframe
A full written response is typically provided within 14 business days.
If the issue is complex or requires external input, Legl will explain the delay and provide an updated timeframe.
Escalation options
If you are not satisfied with the response:
You may request escalation to a senior member of Legl’s management team.
A further review will be conducted and Legl will respond with its final position.
If you remain unhappy after the final response, Legl will provide information on appropriate external escalation options, such as independent dispute resolution services or relevant regulators (for example, Citizens Advice).
Key things to be aware of
Important:
Legl does not tolerate retaliation or adverse treatment against anyone who raises a complaint in good faith.
Raising a concern will not negatively affect your relationship with Legl.
Some outcomes may depend on external regulators or independent dispute resolution bodies.
Continuous improvement
Legl regularly reviews complaints data and feedback to identify trends, improve products and services, and strengthen the overall customer experience.