Complaints Procedure

How to raise a complaint and what to expect

Last updated: 6 February 2026

1. Our Commitment

At Visible Legal Marketing, we are committed to providing a high-quality service. If something goes wrong, we want to know about it so we can put things right and improve our service for everyone.

We take all complaints seriously and will handle yours fairly, promptly, and transparently.

2. How to Make a Complaint

You can make a complaint by contacting us using any of the following methods:

Contact us

When making a complaint, please include:

3. Our Complaints Process

We follow a clear three-step process to resolve complaints:

1

Acknowledge

We will acknowledge your complaint promptly, normally within 3 working days of receipt, and let you know who is handling it.

2

Investigate

We will investigate your complaint thoroughly and fairly. We may contact you if we need more information to understand the issue fully.

3

Respond

We aim to provide our final written response within 8 weeks of receiving your complaint. This will include our findings and any actions taken.

4. IVA Claims (FCA-Regulated)

FCA-Regulated Service: Our IVA claims service is authorised and regulated by the Financial Conduct Authority (FCA No. 835293).

If your complaint relates to our IVA claims service and you remain dissatisfied after receiving our final response, or if we have not responded within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service (FOS) free of charge.

You must refer your complaint to the Financial Ombudsman Service within 6 months of the date of our final response.

Financial Ombudsman Service

  • Address: Exchange Tower, London E14 9SR
  • Telephone: 0800 023 4567 (free from mobiles and landlines)
  • Telephone: 0300 123 9123
  • Website: www.financial-ombudsman.org.uk

5. Business Energy Claims (Unregulated)

Unregulated Service: Our business energy claims service is not regulated by the Financial Conduct Authority. The Financial Ombudsman Service complaints route does not apply.

If your complaint relates to our business energy claims service and we cannot resolve it to your satisfaction, you may:

6. Complaints About Solicitors

If your complaint relates to legal services provided by a solicitor we introduced you to, please use that firm's own complaints procedure in the first instance. The solicitor's complaints process will be outlined in their client care documentation.

If the solicitor cannot resolve your complaint, you may have the right to escalate it to the Legal Ombudsman:

Legal Ombudsman

7. Data Protection Complaints

If your complaint is about how we handle your personal data, please contact our Data Protection Lead at support@visiblelegal.co.uk. See our Privacy Policy for full details.

If you are not satisfied with our response, you have the right to complain to the Information Commissioner's Office (ICO):

Information Commissioner's Office