Complaints & Disputes
Purpose
Legl is committed to maintaining the highest standards of service, transparency, and fairness.
If you believe we have not met your expectations, we want to hear from you so we can put things right and continue improving our products and services.
Scope
This policy applies to any external party wishing to raise a concern or dispute about:
Legl’s services or platform functionality
Our business practices
How we have handled personal or organisational information
How to Raise a Complaint
You can raise a complaint with us in any of the following ways:
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 any relevant dates or reference numbers
Any supporting documentation that may help us investigate
📁 We keep a record of all complaints for quality monitoring, training, and compliance purposes.
Our Complaints Handling Process
Acknowledgement – We will acknowledge receipt of your complaint within one business day wherever possible.
Initial Review & Resolution – Our Support team will aim to resolve your issue quickly and informally at first contact.
Investigation – If the matter cannot be resolved immediately, it will be assigned to the appropriate team or manager for further investigation.
Response Time – We aim to provide a full written response within 14 business days.
If the issue is complex or requires external input, we will inform you, explain the reason for the delay, and give you an updated timeframe.
Escalation
If you are not satisfied with the response provided:
You may request that your complaint be escalated to a senior member of our management team.
We will conduct a further review and respond promptly with our final position.
If you remain unhappy after our final response, we will provide information about appropriate external escalation options, such as independent dispute resolution services or relevant regulators (e.g. Citizens Advice)
Non-Retaliation & Fair Treatment
Legl strictly prohibits any form of retaliation or adverse treatment against anyone who raises a complaint in good faith. Your right to raise concerns will always be protected.
Continuous Improvement
We regularly review complaints data and feedback to identify trends, improve our products and services, and strengthen our customer experience.