{"id":74,"date":"2025-11-06T06:59:56","date_gmt":"2025-11-06T06:59:56","guid":{"rendered":"https:\/\/isquaredemo.com\/MLT\/threegraceslegal\/?page_id=74"},"modified":"2025-11-25T11:33:48","modified_gmt":"2025-11-25T11:33:48","slug":"complaints-handling-policy","status":"publish","type":"page","link":"https:\/\/isquaredemo.com\/MLT\/threegraceslegal\/complaints-handling-policy\/","title":{"rendered":"Complaints Handling Policy"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"74\" class=\"elementor elementor-74\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4d544be5 e-con-full Inner-banner-section e-flex e-con e-parent\" data-id=\"4d544be5\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-7e2dc512 e-con-full Inner-banner e-flex e-con e-child\" data-id=\"7e2dc512\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-6be8cc15 e-flex e-con-boxed e-con e-child\" data-id=\"6be8cc15\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5187bcb3 elementor-widget elementor-widget-heading\" data-id=\"5187bcb3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Complaints Handling Policy\n<\/h1>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-9ee8cbb e-con-full Breadcrumb_template e-flex e-con e-parent\" data-id=\"9ee8cbb\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f742b5f elementor-widget elementor-widget-template\" data-id=\"f742b5f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"template.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-template\">\n\t\t\t\t\t<div data-elementor-type=\"container\" data-elementor-id=\"1076\" class=\"elementor elementor-1076\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t<div class=\"elementor-element elementor-element-360665ce e-con-full Breadcrumb-section e-flex e-con e-parent\" data-id=\"360665ce\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-4eba893c e-con-full Breadcrumb e-flex e-con e-child\" data-id=\"4eba893c\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-39389b50 elementor-align-left elementor-widget elementor-widget-breadcrumbs\" data-id=\"39389b50\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"breadcrumbs.default\">\n\t\t\t\t\t<p id=\"breadcrumbs\"><span><span><a href=\"https:\/\/isquaredemo.com\/MLT\/threegraceslegal\/\">Home<\/a><\/span><\/span><\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-56ccd6ae e-con-full content-box e-flex e-con e-parent\" data-id=\"56ccd6ae\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-5d2987b2 e-con-full content-box-full e-flex e-con e-child\" data-id=\"5d2987b2\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-4ed6b657 e-con-full content-side-right e-flex e-con e-child\" data-id=\"4ed6b657\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-722973ae elementor-widget elementor-widget-heading\" data-id=\"722973ae\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Complaints Handling Policy\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7e051c60 elementor-widget elementor-widget-text-editor\" data-id=\"7e051c60\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Read our Complaints Handling Policy\u00a0<a href=\"https:\/\/isquaredemo.com\/MLT\/threegraceslegal\/wp-content\/uploads\/2025\/11\/Our_Complaints_Handling_Policy.doc\">here<\/a>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2977e78f elementor-widget elementor-widget-text-editor\" data-id=\"2977e78f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>If at any time, you are not happy with the service you are receiving from us, please inform the handler who has day to day handling of your matter and they will endeavour to resolve any issues which arise.\u00a0 If they are unable to resolve the problem to your satisfaction, then Three Graces Legal have a formal Complaints Procedure which will be forwarded to you on request or, if for any reason, the handler\u2019s conduct is the cause for your complaint, then please contact Aaron Pearson, the Compliance Officer for Legal Practice (COLP). If there is an issue to raise about the COLP then please contact Daniel Johnson, Partner.\u00a0 If your complaint is not dealt with to your satisfaction, then you can apply to the Legal Ombudsman at PO Box 6806 Wolverhampton WV1 9WJ to consider your complaint.\u00a0 Your complaint must normally be made to the Legal Ombudsman within one year of becoming aware of the problem, or within six months of the end of our internal complaints\u2019 procedure, if you are still not satisfied with the outcome.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5eeb2485 elementor-widget elementor-widget-text-editor\" data-id=\"5eeb2485\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p dir=\"auto\"><i>Our regulator, the Solicitors Regulation Authority (SRA) deal with cases where firms or those it regulates have breached the SRA Principles. If you have already complained to the Legal Ombudsman, and the Legal Ombudsman thinks your case involves a breach of the Principles, they will refer your case to the SRA. Likewise, if you report us to the SRA for poor service, the SRA will refer you to the Legal Ombudsman.<\/i><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c31ed24 elementor-widget elementor-widget-text-editor\" data-id=\"c31ed24\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p dir=\"auto\"><i>However, you should report the matter directly to the SRA if you think we have breached an SRA Principle.<\/i><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-47dcefc4 elementor-widget elementor-widget-text-editor\" data-id=\"47dcefc4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<div class=\"content-side right\"><div class=\"item-page\"><div><p dir=\"auto\"><i>You can also report us to the SRA for non-payment of professional fees if you have a County Court judgment in respect of the fee and the judgment relates to the practice in connection with providing a legal service.<\/i><\/p><\/div><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-26ea2301 e-con-full right-side e-flex e-con e-child\" data-id=\"26ea2301\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-ba3b55f e-con-full Make_free_enquiry_template e-flex e-con e-child\" data-id=\"ba3b55f\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4e5586d0 elementor-widget elementor-widget-template\" data-id=\"4e5586d0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"template.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-template\">\n\t\t\t\t\t<div data-elementor-type=\"container\" data-elementor-id=\"1070\" class=\"elementor elementor-1070\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t<div class=\"elementor-element elementor-element-470f2411 e-con-full e-flex e-con e-child\" data-id=\"470f2411\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1e5f1150 elementor-widget elementor-widget-heading\" data-id=\"1e5f1150\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Make a free enquiry, call now<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-39700b00 elementor-widget elementor-widget-text-editor\" data-id=\"39700b00\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><a href=\"tel:+441514536705\">0151 453 6705<\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2d8c3508 elementor-widget elementor-widget-shortcode\" data-id=\"2d8c3508\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"shortcode.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-shortcode\">\n<div class=\"wpcf7 no-js\" id=\"wpcf7-f946-o1\" lang=\"en-US\" dir=\"ltr\" data-wpcf7-id=\"946\">\n<div class=\"screen-reader-response\"><p role=\"status\" aria-live=\"polite\" aria-atomic=\"true\"><\/p> <ul><\/ul><\/div>\n<form action=\"\/MLT\/threegraceslegal\/wp-json\/wp\/v2\/pages\/74#wpcf7-f946-o1\" method=\"post\" class=\"wpcf7-form init\" aria-label=\"Contact form\" novalidate=\"novalidate\" data-status=\"init\">\n<fieldset class=\"hidden-fields-container\"><input type=\"hidden\" name=\"_wpcf7\" value=\"946\" \/><input type=\"hidden\" name=\"_wpcf7_version\" value=\"6.1.5\" \/><input type=\"hidden\" name=\"_wpcf7_locale\" value=\"en_US\" \/><input type=\"hidden\" name=\"_wpcf7_unit_tag\" value=\"wpcf7-f946-o1\" \/><input type=\"hidden\" name=\"_wpcf7_container_post\" value=\"0\" \/><input type=\"hidden\" name=\"_wpcf7_posted_data_hash\" value=\"\" \/>\n<\/fieldset>\n<div class=\"Make-enquiry\">\n\t<div class=\"box\">\n\t\t<p><span class=\"wpcf7-form-control-wrap\" data-name=\"your-name\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" autocomplete=\"name\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"Name\" value=\"\" type=\"text\" name=\"your-name\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"box\">\n\t\t<p><span class=\"wpcf7-form-control-wrap\" data-name=\"tel-623\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-tel wpcf7-validates-as-required wpcf7-text wpcf7-validates-as-tel\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"Phone Number\" value=\"\" type=\"tel\" name=\"tel-623\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"box\">\n\t\t<p><span class=\"wpcf7-form-control-wrap\" data-name=\"your-email\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-email wpcf7-validates-as-required wpcf7-text wpcf7-validates-as-email\" autocomplete=\"email\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"Email Address\" value=\"\" type=\"email\" name=\"your-email\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"box\">\n\t\t<p><span class=\"wpcf7-form-control-wrap\" data-name=\"your-message\"><textarea cols=\"40\" rows=\"10\" maxlength=\"2000\" class=\"wpcf7-form-control wpcf7-textarea wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"Message\" name=\"your-message\"><\/textarea><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"box checkbox\">\n\t\t<p><span class=\"wpcf7-form-control-wrap\" data-name=\"checkbox-850\"><span class=\"wpcf7-form-control wpcf7-checkbox wpcf7-validates-as-required\"><span class=\"wpcf7-list-item first last\"><label><input type=\"checkbox\" name=\"checkbox-850[]\" value=\"Please tick here before pressing send\" \/><span class=\"wpcf7-list-item-label\">Please tick here before pressing send<\/span><\/label><\/span><\/span><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"box agreef\">\n\t\t<p>I understand that by submitting my query to you, my personal data (name, email address and contact number) will be processed by you in order to contact me and assist me with my query. I confirm I have read and understood the <a href=\"https:\/\/isquaredemo.com\/MLT\/threegraceslegal\/privacy-notice\" target=\"_blank\">Privacy Notice<\/a> and I consent to you processing my data for the purpose of contacting me to assist me with my query.\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"box Send-btn\">\n\t\t<p><input class=\"wpcf7-form-control wpcf7-submit has-spinner\" type=\"submit\" value=\"Send\" \/>\n\t\t<\/p>\n\t<\/div>\n<\/div><div class=\"wpcf7-response-output\" aria-hidden=\"true\"><\/div>\n<\/form>\n<\/div>\n<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-51924f4d e-con-full How_can_help_template e-flex e-con e-parent\" data-id=\"51924f4d\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2506e008 elementor-widget elementor-widget-template\" data-id=\"2506e008\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"template.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-template\">\n\t\t\t\t\t<div data-elementor-type=\"container\" data-elementor-id=\"1064\" class=\"elementor elementor-1064\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4b6cc208 e-con-full e-flex e-con e-parent\" data-id=\"4b6cc208\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-5258358e e-con-full e-flex e-con e-child\" data-id=\"5258358e\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7c575841 elementor-widget elementor-widget-heading\" data-id=\"7c575841\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How can we help you?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5da6213e elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"5da6213e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>To find how our friendly and knowledgeable solicitors can help you, contact us today.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1522b0a4 e-con-full welcome-bottom e-flex e-con e-child\" data-id=\"1522b0a4\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-54a8745a e-grid e-con-full e-con e-child\" data-id=\"54a8745a\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-c7ab78f e-con-full e-flex e-con e-child\" data-id=\"c7ab78f\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7d0fe202 elementor-align-center elementor-tablet_extra-align-center elementor-tablet-align-start elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"7d0fe202\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"tel:+441514536705\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" xmlns:xlink=\"http:\/\/www.w3.org\/1999\/xlink\" width=\"42\" height=\"43\" viewBox=\"0 0 42 43\"><image id=\"welcome-icon-call\" width=\"42\" height=\"43\" xlink:href=\"data:image\/png;base64,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\"><\/image><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Make a free enquiry - 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If at any time, you are not happy with the service you are receiving from us, please inform the handler who has day to day handling of your matter and they will endeavour to resolve any issues which arise.\u00a0 If they are unable to [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-74","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Complaints Handling Policy | Three Graces Legal | Liverpool<\/title>\n<meta name=\"description\" content=\"Understand how Three Graces Legal handles complaints efficiently, ensuring client satisfaction and resolution\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link 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