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Complaints Policy

Complaints Policy

We are committed to providing a high quality legal service to all our clients. However, we recognise that occasionally things go wrong and you may feel dissatisfied. When this happens we need you to tell us about it. This will help us to improve our standards and to allow us the opportunity to restore your confidence in us.

If a situation occurs where you are dissatisfied please contact us as follows:

FIRST STAGE

  1. Please contact either the fee earner with day to day conduct of your matter, or their supervising partner (details of which will have been provided to you at the outset) and set out the details of your complaint in writing either my email or letter.
  2. The fee earner or supervising partner will consider your complaint and will contact you within seven days of receiving your letter or email to discuss a resolution of the complaint; this might be by telephone or in writing.
  1. If it is not possible to resolve your complaint to your satisfaction at that stage you may ask that your concerns be escalated to the second stage.

SECOND STAGE

  1. If you ask for your complaint to be escalated to the second stage, details will then be passed to the relevant department responsible for monitoring all complaints received by the firm. Within seven days of your request we will send you a letter acknowledging your complaint and providing details of the person who will be investigating the matter. This individual will not have had any previous involvement in the matter leading to the complaint.  This letter will also set out the timescale not exceeding a maximum of eight weeks within which we expect to complete our investigation and provide you with a substantive response.

 

  1. The complaint department may contact you during the course of their investigation to clarify any aspect of your complaint or to seek any additional information which may assist in fully understanding your concerns. If for any reason it becomes clear that it will not be possible to conclude the investigation within the timescale originally advised, you will be contacted in advance of this deadline with a proposed new date and an explanation of why the additional time is required.

 

  1. Finally you will receive a written response to your complaint. This will explain whether your complaint has been upheld whether in whole or in part and the reasons for the decision based on the evidence available. Where your complaint is upheld we will set out our suggestions for resolving the issues involved.  This may include one or more of the following options:
  • an apology from The Victoria Law Group;
  • an explanation of what went wrong and a strategy for resolution;
  • a reduction, cancellation or wavier of fees;
  • a payment of compensation.

About Us

Our ideal clients are great people.  People, not multinational corporations, people.  And by great people we mean people who believe in integrity and practice it every day, rich, poor, or middle class.…

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80 SW 8th St #2000, Miami, FL 33130, USA
West Palm Beach, FL 33401, USA
Miami : (305) 602-9099
Palm Beach : (561) 342-7310
Sao Paulo : 011-3042-5607
info@TheVictoriaLawGroup.com We reply within 24 hours

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  • Mon : 8.30am to 6.00pm
  • Tue : 8.30am to 6.00pm
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Real Estate Law

The Victoria Law Group consists of competent and dependable attorneys and legal professionals who are highly knowledgeable in the field of real estate law. Our team of legal professionals has assisted several residential and commercial clients with various legal matters associated with real estate including but not limited to the preparation and revision of contracts, acquisition of properties, refinances, foreclosures, deeds-in-lieu of foreclosure, short sales, landlord tenant disputes, eminent domain, leasing as well as enforcements and evictions.

There is no case too complex for The Victoria Law Group to handle. We understand Miami Real Estate; we were built for Miami Real Estate. We know how important the real estate industry is to the global economy and we work hard to provide our clients with the best solution for all their legal needs.

Representation in our Real Estate Practice Area includes sales, leases, title insurance and other transactions in addition to structuring complex sale and acquisition agreements and negotiating and closing complex mortgage financing on behalf of lenders and developers.