Making a complaint will not cost you anything and will not affect the way we treat you or your application.
1. What this policy covers
This policy applies to complaints about Honour Legal’s Lasting Power of Attorney document-preparation and support service, including our website, application journey, staff-assisted applications, checkout, generated documents, communications, administration and customer support.
A complaint can include dissatisfaction about delay, communication, an error, the quality of service, a charge, how information was presented, how a correction was handled, or any other aspect of the service.
2. How to complain
You can make a complaint using our contact page or by calling 0800 055 4321. If you contact us by phone, please make clear that you want the matter logged as a complaint.
Please give us, where available:
- your full name and the email address used for your Honour account;
- your order reference or enough information for us to identify the application;
- a clear explanation of what happened and when;
- copies of any relevant messages or documents; and
- what you would like us to do to resolve the matter.
You do not need to use legal language or identify a particular law to make a complaint.
3. What happens next
Where an urgent issue could affect signing, witnessing, registration or the usefulness of an LPA, we will try to prioritise it appropriately.
4. Possible outcomes
The appropriate outcome depends on what happened. It may include:
- an explanation or apology;
- correcting information or regenerating documents;
- re-performing part of the service;
- improving instructions or communications;
- a refund or price reduction where required by law or otherwise appropriate;
- another reasonable remedy agreed with you; or
- an explanation of why we do not uphold the complaint.
Nothing in this policy removes any statutory consumer right or remedy you may have.
5. If you remain unhappy
If you disagree with the first outcome, tell us why and ask for the complaint to be reviewed. Where reasonably possible, the review will be carried out by somebody who was not responsible for the original decision.
Honour’s current online LPA service is presented as a document-preparation and guidance service and does not create a solicitor-client relationship merely because you use the website. You should not assume that the Solicitors Regulation Authority or Legal Ombudsman has jurisdiction over Honour unless we specifically tell you that a regulated route applies to your particular matter.
If an external alternative dispute resolution, ombudsman or other redress route applies to your complaint, our final response will tell you. You also retain the right to obtain independent advice and use any court or statutory remedy available to you.
6. Data protection complaints
If your complaint is specifically about how personal data has been collected, used, shared or protected, you can raise it with us through the same contact process. Our Privacy Policy explains your data-protection rights.
If you remain dissatisfied with our handling of a data-protection issue, you have the right to complain to the Information Commissioner’s Office.
7. Complaint records
We keep complaint records for as long as reasonably necessary to investigate the matter, improve our service, meet legal or accounting obligations and establish, exercise or defend legal claims. Access to complaint records is restricted to people who reasonably need it.