Grievance redressal

Grievance Redressal

At LEGALLY, we aim to communicate clearly, handle service requests responsibly, and address concerns fairly. If you experience a problem with our services, website, payment process, or handling of personal information, you may contact us using the contact details published on this website.

We encourage clients to explain their concerns clearly so that we can identify the issue and review the available information.

1. When You Can Raise a Complaint

You may contact us about matters such as:

• A concern regarding the scope or delivery of a service.
• Delays in communication or follow-up.
• Questions about service charges or payment records.
• A request for clarification about cancellation or refund terms.
• Incorrect contact or service information.
• Concerns about the handling of personal information.
• Other issues directly related to LEGALLY's services or website.

For complaints concerning an independent professional, government authority, bank, or third-party provider, the relevant organisation may also have a separate complaint process.

2. How to Submit a Complaint

Please contact LEGALLY using the email address, telephone number, or other contact method published on this website.

To help us review your complaint, include:

• Your name and preferred contact details.
• The service or transaction concerned, if applicable.
• A payment or service reference, where available.
• A clear description of the issue.
• Relevant dates and supporting documents, where necessary.
• The resolution you are requesting.

Please provide only information relevant to your complaint. Do not include passwords, payment PINs, or other authentication credentials.

3. Acknowledgement and Review

After receiving your complaint, we will review the information provided and determine whether further details are needed.

If clarification or supporting documents are required, we may contact you using the details supplied with your complaint.

The time required to review a complaint may depend on its nature, the information available, and whether input from another department or service provider is necessary.

Any acknowledgement or resolution timeline required by applicable law will be followed.

4. Resolution

We will assess the available information and explain the outcome or the next steps, as appropriate.

Depending on the circumstances, a resolution may involve clarification, correction of a record, additional communication, review of a service request, or another appropriate action within our responsibility.

Where a matter depends on a government authority, court, bank, independent professional, or other third party, we may explain the relevant process, but the final decision remains with that party.

5. Privacy-Related Complaints

If your complaint concerns personal information, please identify the information or processing activity involved and explain your concern.

We will review the request in accordance with our Privacy Notice and applicable law. Additional information may be requested where reasonably necessary to verify your identity or investigate the matter.

Please avoid sending unnecessary sensitive personal information in your initial complaint.

6. Escalation

If your concern remains unresolved, reply to the existing complaint correspondence or contact LEGALLY again with your original complaint reference, if available.

Explain which issue remains unresolved and include any relevant previous communication.

Where applicable law provides access to an external grievance mechanism, regulator, professional body, consumer forum, or other competent authority, you may use the relevant official process.

7. Complaints About Independent Professionals or Third Parties

Some matters may involve independent advocates, professionals, payment providers, government departments, or other third parties.

Complaints relating to their independent conduct or decisions may need to be raised directly with the relevant professional, organisation, or competent authority. We can clarify our own role and responsibilities in the engagement where appropriate.

8. Fair and Responsible Handling

We aim to handle complaints respectfully, review relevant information, and communicate the next steps clearly.

Submitting a complaint does not remove any rights or remedies available under applicable law. Nothing in this policy is intended to restrict a right that cannot lawfully be excluded.

9. Contact Details

To submit a complaint, use the contact details published on the LEGALLY website.

Please verify that you are using the current official contact details before sharing personal information or supporting documents.

10. Updates to This Policy

We may update this Grievance Redressal Policy when our procedures, services, or applicable requirements change. The latest version will be published on this page.