Client Complaints Policy

Whites Legal Services Limited
Client Complaints Policy

This Client complaint policy outlines our internal procedure for handling expressions of dissatisfaction from eligible clients. Our goal is to ensure that valid concerns are reviewed with appropriate diligence.

1. Scope & Eligibility

This policy is strictly for the use of Eligible Complainants. An eligible complainant is defined as:

• An active or former client being the individual or entity who formally instructed and paid for our services.
• A prospective client who has received a formal service proposal from the company.

Explicit Exclusions

Subjects of investigation/tracing: We do not accept complaints from individuals or entities who are the subject of our investigation, tracing, process serving, surveillance or data research. Such parties have no contractual or commercial relationship with the company.

Third parties: We do not process complaints from members of the public or third parties with whom we have no direct business relationship.

2. How to Lodge a Complaint

If you are an eligible complainant and wish to lodge a formal complaint, it must be submitted in writing to ensure all details are accurately recorded for our internal audit.

Submit by post to:

Whites Legal Services Limited
Old Fire Station Enterprise Centre
2 Salt Lane
Salisbury
Wiltshire
SP1 1DU

3. Our Timelines

To allow for a comprehensive internal review of research files, investigation logs and data sources, the following service level timelines apply:

• Acknowledgement: We will acknowledge your written complaint within 21 days of receipt.
• Investigation: The Company owner will conduct a private internal review of the case.
• Final response: We will provide our formal written response within 8 weeks of the date the initial written complaint was received.

4. Finality of Decision

The response issued at the conclusion of our internal investigation represents the Company's Final Position.

Whites Legal Services Limited does not participate in any voluntary Alternative Dispute Resolution (ADR) schemes or external mediation. Once our Final Response has been issued, our internal complaints procedure is exhausted, and the matter is considered closed. No further correspondence will be entered into regarding the merits of the complaint.

5. Redress

If an eligible complaint is upheld, the Company may, at its sole discretion, offer a gesture of goodwill. This may include:

• Correction of data in a final report.
• A credit against future instructions.
• A formal explanation of resulting internal process changes.

6. Data Protection Concerns

As a Data Controller with ICO notification, we comply with the Data Protection Act 2018 and the Data (Use and Access) Act 2025.

For matters strictly concerning the accuracy or processing of personal data, please contact us first so we can try to resolve your concerns, as per our Data Processing Statement/Privacy Policy.

You also have the right to lodge a complaint with the Information Commissioner's Office (ICO):

Information Commissioner's Office
Wycliffe House, Water Lane
Wilmslow, Cheshire, SK9 5AF
Website: ico.org.uk
Helpline: 0303 123 1113