Complaints Policy – AB&SP International Law Firm (“ABS&P”)

1. Purpose and Scope

At ABS&P, we are committed to delivering high-quality legal services to all our clients. We value feedback and are committed to resolving concerns efficiently and fairly. This policy explains how clients can raise complaints and how we will manage them. This policy applies to all clients of ABS&P, across all jurisdictions in which we operate.

2. Our Complaints Principles

We will:

  • Treat every complaint seriously and respond promptly.

  • Investigate complaints in a fair, independent, and confidential manner.

  • Aim to resolve all complaints at the earliest opportunity.

  • Use feedback to improve our services and procedures.

3. How to Make a Complaint

If you are dissatisfied with any aspect of our service, please raise your concern with the lawyer responsible for your matter in the first instance. Alternatively, you may contact our designated Complaints Officer:

 Complaints Officer:

J C Grant, Practice Director
Email: Services@abspinternationallawfirm.com
ABS&P International Law Firm, Forum 1, Edificio E, Piso 1, (RE&B), Santa Ana, San Jose, Costa Rica.

Please include:

  • Your name and contact information

  • The matter reference (if known)

  • A detailed description of the issue

  • Copies of any relevant documents

  • The outcome you are seeking (if known)

4. Acknowledgment and Timescales

We will acknowledge your complaint within 5 working days of receipt.

We aim to issue a full written response within 21 days. If we need more time due to complexity, we will keep you informed and provide a final response within 8 weeks.

5. Investigation Process

  • A senior lawyer or the Complaints Officer, independent of the matter complained about, will investigate your complaint.

  • You may be contacted for further information or clarification.

  • We will provide a written outcome setting out our findings and any remedy offered.

6. Possible Outcomes

If we uphold your complaint, we may offer:

  • An apology

  • An explanation of what went wrong

  • Remedial steps or assurances of improvement

  • A reduction in fees or a refund (where appropriate)

  • In some cases, financial compensation

7. External Options for Unresolved Complaints

If you are not satisfied with our final response, you may wish to pursue your complaint by seeking independent legal advice, referring the matter to an appropriate Alternative Dispute Resolution (ADR) provider, contacting a relevant professional or regulatory body in the jurisdiction where the service was provided, or engaging the Commercial Code of Costa Rica under which we are regulated.

Important Note: ABS&P is regulated under the Commercial Code of Costa Rica. It is not regulated by the Solicitors Regulation Authority (SRA) and is therefore not subject to the jurisdiction of the UK Legal Ombudsman.

8. Confidentiality and Data Protection

All complaints will be handled with strict confidentiality and in accordance with our Privacy Policy and applicable data protection laws.

9. Review

This policy is reviewed annually or in response to changes in regulation, best practices, or firm procedures.