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Client Complaints & Resolution Policy

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Client Complaints & Resolution Policy

  1. Purpose

Legal Lens Solutions operates as a governance-led coordination and administrative platform. This Client Complaints & Resolution Policy sets out how concerns relating to the platform’s coordination and administrative functions are handled in a structured, transparent, and proportionate manner.

This policy applies only to matters arising from Legal Lens Solutions’s role as a coordination platform. It does not apply to legal advice, representation, or other regulated professional services, which are delivered independently by authorised professionals.

  1. Scope of This Policy

Covered Matters

This policy applies to concerns relating to:

  • Coordination or administrative support provided by Legal Lens Solutions
  • Platform-level communication or procedural handling
  • The operation of professional introductions and coordination workflows

Excluded Matters

This policy does not apply to:

  • Legal, immigration, financial, or other regulated advice
  • Professional conduct, negligence, or service quality
  • Fee arrangements or disputes between clients and independent professionals

Such matters remain the sole responsibility of the relevant professional and their applicable regulatory or oversight body.

  1. Raising a Coordination-Related Concern

Clients wishing to raise a concern relating to Legal Lens Solutions’s coordination or administrative role should submit their concern in writing, including:

  • Client name and contact details
  • A clear description of the coordination-related issue
  • Relevant dates, references, or supporting information

Concerns should be raised as soon as reasonably practicable to enable effective review.

  1. Acknowledgement

Legal Lens Solutions will acknowledge receipt of a coordination-related concern within a reasonable timeframe and confirm that the matter is under review. Where further information is required to assess the coordination process, the client will be notified accordingly.

  1. Review Process

Concerns are reviewed in a structured and impartial manner, limited strictly to the platform’s coordination and administrative role. The review may include:

  • Assessment of the relevant coordination workflow
  • Review of platform-held records and communications
  • Requests for clarification where necessary

Legal Lens Solutions may liaise with independent professionals solely for coordination clarification, without assessing, influencing, or commenting on professional advice, judgment, or conduct.

  1. Outcome and Response

Following review, Legal Lens Solutions will provide a written response outlining:

  • The outcome of the coordination review
  • Any reasonable administrative or procedural steps taken within the platform’s remit
  • Clarification of the platform’s role where matters fall outside its scope

Legal Lens Solutions does not provide legal determinations, professional judgments, compensation, or remedies.

  1. Further Review

Where a client remains dissatisfied with the handling of a coordination-related matter, they may request a further internal review limited to the platform’s coordination processes.

Legal Lens Solutions does not offer external adjudication, arbitration, or ombudsman services in relation to coordination matters.

  1. Professional Complaints

Concerns relating to professional advice, conduct, or regulated services must be raised directly with the independent professional or their relevant regulatory body.

Legal Lens Solutions may provide general, non-advisory guidance on appropriate escalation routes but does not intervene in professional disputes or regulatory processes.

  1. Confidentiality and Data Protection

All coordination-related concerns are handled confidentially and in accordance with applicable data protection and privacy laws. Information is used solely for the purpose of reviewing and responding to the coordination matter.

  1. Policy Updates

This policy may be updated to reflect changes in platform governance or operational processes. The most current version will be made available through the Legal Lens Solutions platform.

Positioning Statement

This policy reflects Legal Lens Solutions’s governance-led operating model, ensuring that coordination-related concerns are addressed transparently and responsibly, while preserving professional independence, regulatory boundaries, and jurisdictional integrity.