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
- We will record the complaint and acknowledge it.
- Someone able to review the issue will examine the relevant information.
- We may contact you if clarification is needed.
- 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.
Where to direct your complaint
This procedure covers the services, information handling and communications provided directly by Oakens. If your concern relates to regulated legal advice, fees, representation or professional conduct provided under another firm’s client-care terms, the complaint should be made through that firm’s complaints procedure. We will help identify the appropriate route where necessary.
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.
Your complaint acknowledgement will identify who is responsible for responding and explain any relevant escalation route. Where regulated legal services are involved, the applicable provider’s regulatory and complaints information will apply.