Version: 1.0

Effective Date: 25 August 2026

Review Date: 25 August 2027

Our Commitment

At Your Legal GP Limited, we are committed to providing high-quality service to all clients.

We recognise that occasionally things may not go as expected. If you are unhappy with any aspect of our service, we want to hear from you so that we can investigate your concerns, resolve any issues where possible, and continually improve our services.

This procedure explains how complaints will be handled.

What Is a Complaint?

A complaint is any expression of dissatisfaction relating to:

• The quality of service you have received;
• The conduct of a member of our team;
• Delays in providing services;
• Communication issues;
• Fees or charges; or
• Any other aspect of your engagement with us.

How to Make a Complaint

Complaints should be made in writing wherever possible.

You can submit your complaint by:

Email: info@lyvegroup.com or 

Post:

Your Legal GP Limited
Batchworth Lock House
99 Church Street
Rickmansworth
WD3 1JJ

Please provide:

• Your full name;
• Contact details;
• Any reference number provided to you;
• A description of your complaint; and
• The outcome you would like us to achieve.

Stage 1: Acknowledgement

We will acknowledge receipt of your complaint within five working days of receiving it.

Where further information is required, we may contact you to obtain clarification before commencing our investigation.

Stage 2: Investigation

Your complaint will be reviewed by a senior member of the business who was not directly involved in the matter wherever possible.

During our investigation we may:

• Review correspondence and records;
• Speak with team members involved;
• Request further information from you; and
• Consider whether any remedial action is appropriate.

Stage 3: Written Response

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

Our response will explain:

• The issues investigated;
• Our findings;
• Whether we believe the complaint is justified in whole or part; and
• Any proposed resolution.

Where a complaint is particularly complex and additional time is required, we will keep you informed of progress and provide an updated timescale.

Resolution

Where appropriate, we may seek to resolve complaints by:

• Providing an explanation;
• Correcting any errors;
• Completing outstanding work;
• Offering a goodwill gesture; or
• Taking steps to improve our procedures.

Any remedy offered will depend upon the circumstances of the complaint.

Escalation

If you remain dissatisfied following our final response, you may write to us requesting that the complaint be reviewed by the Managing Director.

Requests for review should be submitted within 14 days of receiving our final response.

The review will be conducted by a senior member of management not previously involved in the complaint where reasonably possible.

A final response will normally be issued within 14 days of the review request.

Alternative Dispute Resolution

Whilst we hope to resolve all complaints directly, if a complaint cannot be resolved, both parties may agree to explore mediation or another appropriate form of alternative dispute resolution before commencing legal proceedings.

Participation in any alternative dispute resolution process shall be voluntary unless otherwise required by law.

Regulatory Status

Your Legal GP Limited is not authorised or regulated by the Solicitors Regulation Authority (SRA) and complaints cannot be referred to the Legal Ombudsman.

Nothing in this procedure affects your legal rights as a consumer or your right to seek independent legal advice.

Continuous Improvement

All complaints are treated seriously and are reviewed regularly to identify opportunities to improve our services, processes and client experience.

Contact for Complaints

Email: info@lyvegroup.com

Postal Address:

Your Legal GP Limited
Batchworth Lock House
99 Church Street
Rickmansworth
WD3 1JJ