Complaints Procedure
We take all feedback seriously and aim to resolve issues quickly.
Last updated: 1 January 2026
Our Commitment to You
Take all complaints seriously
Treat you fairly and with respect
Investigate thoroughly
Respond promptly
Learn and improve
What Constitutes a Complaint
A complaint is any expression of dissatisfaction about our services that requires a formal response. This includes concerns about:
How to Make a Complaint
sales@solicitorwebdesign.co.uk
Post
Complaints, Infodots Services LLP, 1178 Broadway, 3rd Floor, New York, NY 10001
When making your complaint, please provide:
- Your name and contact details
- A clear description of your complaint
- Details of what has gone wrong
- What outcome you are seeking
- Any relevant documentation or evidence
Our Complaints Process
Acknowledgement
We will acknowledge your complaint in writing. Our acknowledgement will:
- • Confirm we have received your complaint
- • Provide a unique reference number
- • Name the person handling your complaint
- • Outline next steps and expected timescales
Investigation
We will thoroughly investigate your complaint. This may involve:
- • Reviewing relevant documentation
- • Speaking with team members involved
- • Contacting you for further information if needed
Response
Our full written response will:
- • Summarise your complaint
- • Explain our findings
- • Acknowledge any mistakes made
- • Set out action to remedy the situation
- • Offer an apology where appropriate
Resolution
Where we have made an error, we will take appropriate action:
If You Remain Dissatisfied
Escalation Review
If you are not satisfied with our response, you may request an escalation review. This will be conducted by a senior member of our team who was not involved in the original matter.
To request an escalation: Write to us within 14 days of receiving our response, explaining why you remain dissatisfied. We will acknowledge within 5 business days and aim to provide a final response within a further 28 days.
External Options
Alternative Dispute Resolution
We are willing to consider alternative dispute resolution methods such as mediation to resolve disputes.
Small Claims Court
For disputes under £10,000, you may use the Small Claims Court. Visit gov.uk for information.
Contact Us
If you have any questions about this Complaints Procedure, please contact us:
sales@solicitorwebdesign.co.uk
Address
Infodots Services LLP, 1178 Broadway, 3rd Floor, New York, NY 10001
Your complaint data will be processed in accordance with our Privacy Policy and kept for a minimum of 6 years.