Complaints Procedure

We are committed to providing a high standard of legal service. If you are unhappy with any aspect of the service you have received, please let us know so we can resolve it.

How to Complain

Send your complaint in writing by email to customer@accuratevisa.com with the subject line "Complaint" and your case reference number.

What Happens Next

We will acknowledge your complaint within 3 working days of receipt. We will investigate and provide a substantive response within 28 days. If the matter is complex, we will write to explain the delay and provide an estimated timeline. All complaints will be resolved within 8 weeks of receipt.

If You Are Not Satisfied

If you are not satisfied with our response, or if 8 weeks have passed without resolution, you may refer your complaint to the Legal Ombudsman. The Legal Ombudsman investigates problems with the service provided by lawyers. You must refer your complaint to the Legal Ombudsman within 6 months of our final response.

Legal Ombudsman
PO Box 6167, Slough SL1 0EH
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

Reporting to the SRA

If you believe there has been a breach of the SRA's rules or principles, you may report the matter directly to the Solicitors Regulation Authority. The SRA can investigate concerns about a solicitor's behaviour but cannot award compensation or deal with service complaints.

Visit: www.sra.org.uk/consumers/problems

Regulatory Information

Santosh Pandey is a solicitor regulated by the Solicitors Regulation Authority, SRA number 641612. Neither P&Y Law Offices nor Western Legal Corporation Limited is authorised or regulated by the SRA. The protections of the SRA regulatory framework apply to the services provided by Santosh Pandey personally.