Complaints Procedure

Consent Orders Online is a trading style of Online Legal Services Limited. We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided, you should inform us immediately so that we can do our best to resolve the problem.

In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns, and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.

Our Complaints Policy

Online Legal Services Limited is committed to providing a high-quality legal service to all our clients. When something goes wrong, we want you to tell us about it. This will help us to improve our standards.

How to Submit Your Complaint

Please address your concerns in writing to:

Mark Keenan
Online Legal Services Limited
Unit 3 The Meads Business Centre
Ashworth Road
Swindon
SN5 7YJ

Or via email: complaints@olsgroup.co.uk

What Will Happen Next?

1. We will acknowledge receipt of your complaint within seven working days.
2. We will investigate your complaint. This will normally involve passing it to our complaints handling Manager, who will review your matter file and speak to the team members who assisted you.
3. We will respond to you in writing within 14 working days of sending the acknowledgement.
4. A detailed written reply, including any proposed resolution, will be sent within 21 working days.
5. If you remain dissatisfied, please contact us again and we will review your comments.
6. We will write to you within 14 working days of receiving your request for a review, confirming our final position.

Our timescales may be amended depending on the complexity of the matter. If this happens, we will notify you and explain why.