Resolving your issues

 

At Greenwich Virtual Legal Consultants, we are committed to providing a high standard of service. We value all feedback—whether positive or critical—as it helps us continuously improve. If you are ever dissatisfied with any aspect of our service, we want to hear from you and resolve the matter quickly, fairly, and transparently.

Informal Concerns

We encourage you to raise any concerns with us as soon as they arise. Often, issues can be resolved quickly through open and honest communication. Please feel free to contact us by email or phone to discuss any problems informally.

Making a Formal Complaint

If you're not satisfied after raising your concern informally, you may wish to make a formal complaint. This can be submitted in writing to:

 

Complaints Officer
Greenwich Virtual Legal Consultants

GVLC.complaints@gmail.com

 

What to include:

  • Your full name and contact details

  • A clear description of the complaint

  • Any relevant documents or correspondence

  • How you would like us to resolve the issue

What Happens Next

 

  • Acknowledgment: We will acknowledge receipt of your complaint within 3 working days.

  • Investigation: Your complaint will be investigated thoroughly and independently by our Complaints Officer.

  • Response: We aim to provide a full written response within 14 working days. If we need longer, we will let you know and explain why.

If You Remain Dissatisfied

Should you remain unhappy after receiving our final response, we offer independent mediation as an alternative dispute resolution method. This allows both parties to reach a fair and constructive outcome without formal legal proceedings.

Your Rights Are Protected

While we are not regulated by the Solicitors Regulation Authority (SRA), we follow the same high standards of professional conduct. As a consumer, your rights remain fully protected under UK consumer law, and you can always seek independent legal advice if needed.

🛡️ Client Rights & Protections

We are proudly independent and self regulated choosing to closely follow the same professional standards expected of SRA regulated firms. This includes:

  • Following the SRA Code of Conduct for ethical, honest, and professional behaviour.

  • Transparency in Fees and Service Scope – no hidden charges, clear written agreements.

  • Respect for Client Confidentiality at all times.

  • Accessible Complaints Process, as outlined above.

  • Full Protection Under UK Consumer Law, including the right to fair treatment and remedies in the event of poor service.

We are proud to provide a trusted, affordable alternative to traditional solicitors, while offering you peace of mind and professional standards.