Complaints Procedure

At Inson Legal Limited, we are committed to providing a high standard of legal service to all our clients. We aim to ensure that every client is satisfied with the work we do and the way we do it. However, we acknowledge that sometimes things may not go as expected. If that happens, we want to know—so we can put things right and improve in the future.

How to Make a Complaint

If you are unhappy with the service you have received, please raise your concerns in writing. You can do so by:

• Emailing: mail@insonlegal.co.uk or;

• Writing to:
  Christopher Hutchinson
  Inson Legal Limited
  St Peter’s House,
  Silverwell Street,
  Bolton

  BL1 1PP

Please provide your full name, contact details, and a summary of the concerns you would like us to address. You may also include any supporting documents or relevant background to help us understand the situation.

What Happens Next

We will acknowledge receipt of your complaint within 3 working days.

Your complaint will be investigated by Christopher Hutchinson, Solicitor and Managing Director of Inson Legal Limited. He will conduct a full review of your matter, which may include:

• Reviewing your case file and correspondence

• Speaking with staff involved

• Considering any legal or procedural issues raised

We aim to respond in full within 10 working days of receiving your complaint. If we are unable to do so within that timeframe, we will contact you to explain why and confirm when you can expect a full reply.

Our Approach

We take complaints seriously and always aim to resolve concerns fairly and promptly. We are committed to:

• Listening to your concerns with empathy and understanding

• Providing a clear and honest explanation

• Offering a suitable resolution where appropriate

• Learning from complaints to improve our service for all clients

If You Remain Dissatisfied

If we are unable to resolve your complaint to your satisfaction, you may refer your complaint to the Legal Ombudsman, an independent service that investigates complaints about lawyers in England and Wales.

You can contact the Legal Ombudsman by:

• Phone: 0300 555 0333

• Email: enquiries@legalombudsman.org.uk

• Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

• Website: www.legalombudsman.org.uk

Before accepting your complaint, the Legal Ombudsman will usually expect you to have raised your complaint with us first and allowed us up to eight weeks to respond.

You must contact the Legal Ombudsman:

• Within one year of the act or omission about which you are complaining, or

• Within one year of when you should reasonably have known there was cause for complaint, and

• Within six months of receiving our final response

Our Commitment

At Inson Legal, we understand how important your case is and how vital trust is in the solicitor-client relationship. If you feel we have fallen short, we want to know. Please be assured that making a complaint will not affect how we handle your case going forward.

We are determined to resolve any issues promptly, fairly, and with the courtesy and professionalism you should expect from us.