Effective Date: 28 July 2026

Our Commitment

At Vasu Legal Services Ltd, we are committed to providing a professional, responsive and high-quality legal service to every client.

If at any time you are dissatisfied with the service you have received, or with any aspect of our conduct, we encourage you to tell us as soon as possible. We value all feedback and will make every reasonable effort to resolve concerns fairly, promptly and transparently.

Making a complaint will not affect the way we handle your legal matter.

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How to Make a Complaint

If you are unhappy with our service, you should first raise your concerns with the solicitor or member of staff dealing with your matter. Many issues can be resolved quickly through informal discussion.

If your concerns cannot be resolved informally, or you wish to make a formal complaint, please contact our Complaints Manager.

Complaints Manager

Mr Sunil Kumar Mahay

Vasu Legal Services Ltd

69 Steward Street

Spring Hill

Birmingham

B18 7AF

Telephone: 0330 124 8201

Email: info@vasulegal.com

Please provide:

• Your full name and contact details.
• Your file reference (if known).
• A clear description of your complaint.
• Copies of any relevant documents or correspondence.
• The outcome you would like us to achieve.

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What Happens Next

Step 1 – Acknowledgement

We will acknowledge receipt of your complaint within two working days.

We will confirm:

• That your complaint has been received.
• Who will investigate it.
• The next steps in the process.
• An estimated timescale for providing a full response.

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Step 2 – Investigation

Your complaint will be investigated by our Complaints Manager or another appropriate senior member of the firm who has not been directly involved in the matter where possible.

The investigation may include:

• Reviewing your file.
• Speaking with the individuals involved.
• Considering relevant documents and correspondence.
• Contacting you if further information is required.

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Step 3 – Our Response

We aim to provide a full written response within 28 days of receiving your complaint.

Where additional time is required because of the complexity of the complaint or other exceptional circumstances, we will explain the reasons for the delay and keep you informed of our progress.

Our final response will explain:

• The outcome of our investigation.
• Any findings made.
• Any action we intend to take.
• Whether we uphold your complaint in whole or in part.
• Your right to refer the matter to the Legal Ombudsman if you remain dissatisfied.

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If You Remain Dissatisfied

If you are unhappy with our final response, you may have the right to refer your complaint to the Legal Ombudsman.

The Legal Ombudsman provides an independent and impartial service for resolving complaints about legal services.

Before accepting your complaint, the Legal Ombudsman will normally expect you to have given us the opportunity to resolve the matter first.

In most circumstances, complaints should be referred to the Legal Ombudsman:

• Within six months of receiving our final written response; and
• No later than one year from the date of the act or omission complained about, or one year from the date you should reasonably have known there was cause for complaint.

Legal Ombudsman Contact Details

Legal Ombudsman

PO Box 6167

Slough

SL1 0EH

Telephone: 0300 555 0333

Website: www.legalombudsman.org.uk

Email: enquiries@legalombudsman.org.uk

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Complaints About Professional Conduct

The Solicitors Regulation Authority (SRA) regulates solicitors and law firms in England and Wales.

The SRA does not investigate complaints about poor service. However, it may investigate concerns relating to professional misconduct, including matters such as:

• Dishonesty or fraud.
• Misuse of client money.
• Serious breaches of professional rules.
• Discrimination.
• Lack of integrity.
• Practising without authorisation.

If your concern relates to these matters, you may report it directly to the Solicitors Regulation Authority.

Solicitors Regulation Authority

The Cube

199 Wharfside Street

Birmingham

B1 1RN

Website: www.sra.org.uk

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Our Commitment to Continuous Improvement

Every complaint is taken seriously.

We review complaints to help us improve our services, identify opportunities for staff development and ensure that we continue to deliver the highest possible standard of legal service.

Your feedback plays an important role in helping us improve.

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Accessibility

If you require this Complaints Policy in an alternative format or need assistance in making a complaint because of a disability, language barrier or other personal circumstances, please let us know.

We will make reasonable adjustments wherever possible to ensure our complaints process is accessible to everyone.

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Contact Us

If you have any questions about this Complaints Policy, please contact:

Vasu Legal Services Ltd

69 Steward Street

Spring Hill

Birmingham

B18 7AF

Telephone: 0330 124 8201

Email: info@vasulegal.com

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Review of this Policy

This Complaints Policy is reviewed periodically to ensure it remains accurate, reflects current regulatory requirements and supports our commitment to providing an excellent standard of client care.

Last reviewed: 28 July 2026