Our Complaints Procedure
Oakbridge Legal Services is committed to resolving concerns promptly and fairly. As an independent, non-regulated legal services provider we are not subject to the Solicitors Regulation Authority's complaints arrangements — which is why we maintain our own clear, structured process and take it seriously.
How to make a complaint
Please contact us using the details below. To help us investigate quickly, please include your name and contact details, the matter your complaint relates to, and a brief description of your concern.
Oakbridge Legal Services Limited, Greytown House, 140 High Street, Colchester, Essex, CO1 1QW
Our process
1. Raise your complaint
Contact us in writing or by telephone. Please set out the details of your concern, the matter it relates to, and how you would like it resolved. There is no charge for making a complaint.
2. Acknowledgement
We will acknowledge your complaint within five working days of receiving it, confirm who is handling it, and provide an indicative timescale for our full response.
3. Investigation
Your complaint will be reviewed by a member of our team who was not directly involved in the original matter. We may contact you for further information during our investigation.
4. Our response
We aim to provide a full, written response within 28 days. Our response will set out our findings, any remedial action we propose, and your options if you remain dissatisfied.
Our principles
- Every complaint is treated seriously, fairly and in confidence.
- Complaints are handled by someone independent of the original work.
- We will not charge you for raising or pursuing a complaint.
- We use the lessons learned from complaints to improve our service.
If you remain dissatisfied
If, after our final response, you are still not satisfied with the outcome, you may wish to seek independent advice. Because Oakbridge is not regulated by the SRA, complaints about our service are not considered by the Legal Ombudsman. However, as a company registered in England & Wales you may have rights under general consumer law, and where a matter involves a reserved legal activity referred to an authorised professional, a complaint about that work may be directed to the relevant regulator.
This procedure forms part of our Terms of Business and does not affect your statutory rights as a consumer.
We are an independent legal services provider and are not a firm of solicitors. We are not authorised or regulated by the Solicitors Regulation Authority (SRA). We provide non-reserved legal services and practical legal assistance. Where a matter requires a reserved legal activity or advice from an appropriately regulated professional, we will explain this to you and, where appropriate, recommend that you obtain assistance from an authorised solicitor or other suitably regulated professional.