Oakens AssociatesLegal case assessment servicesSpeak to an adviser0333 339 0176

Complaints procedure

Tell us if something has gone wrong

Oakens aims to handle enquiries clearly, respectfully and securely. If you are dissatisfied with our own service, we want the opportunity to investigate and respond.

How to complain

Email info@oakens.com with “Complaint” in the subject line, or call 0333 339 0176. Please include your name, contact details, any Oakens reference, what happened and what you would like us to consider.

What happens after a complaint

  1. We will record the complaint and acknowledge it.
  2. Someone able to review the issue will examine the relevant information.
  3. We may contact you if clarification is needed.
  4. We will provide a written outcome and explain any action proposed.

We aim to acknowledge a complaint within five working days and provide a substantive response within 20 working days. If more time is reasonably required, we will explain why and provide an updated timescale.

Oakens complaints and solicitor complaints

This procedure covers Oakens’ assessment, information handling, communications and case-preparation service. If an independent solicitor or law firm has accepted your matter, complaints about their legal advice, fees, representation or professional conduct must be made through that firm’s complaints procedure. Oakens will not determine a complaint about independent legal work.

Data-protection concerns

You may raise a privacy concern with Oakens using the contact details above. You also have the right to complain to the Information Commissioner’s Office.

Oakens is not a firm of solicitors and is not regulated by the Solicitors Regulation Authority. The Legal Ombudsman and SRA complaint routes do not ordinarily apply to Oakens’ own unregulated assessment service.