Complaints Policy

Last updated: 4 August 2026

Our commitment

We work hard to get things right, and we take it seriously when we don't. This policy explains how to raise a concern about our service and what will happen when you do. Making a complaint costs nothing and will never affect how we treat you.

How to complain

Email us at Lanre.Olusoga@NineteenthStreet.co.uk with the word "Complaint" in the subject line, or raise it with the person handling your matter. It helps if you tell us what has gone wrong, how it has affected you, and what you would like us to do to put it right — but we will look into any concern however it is expressed.

What happens next

1. Acknowledgement — within 3 working days. We will confirm we have received your complaint, tell you who is handling it, and ask for anything further we need.
2. Investigation. Your complaint will be investigated by a director — where possible, someone not directly involved in the matter complained about. We will review the file, our correspondence and anything you have sent us.
3. Our response — within 15 working days. We will write to you with our findings and, where something has gone wrong, what we propose to do about it. That may include an apology, correcting the work, a reduction or refund of fees, or another remedy appropriate to the circumstances. If we need longer (for example, on a complex matter), we will tell you why and give you a revised date, which will not exceed 8 weeks from your complaint.
4. If you are not satisfied. Tell us within 28 days of our response and your complaint will be reviewed afresh by a director, senior member of staff or senior consultant who was not involved in the original response, who will respond within a further 15 working days. This is the final stage of our internal procedure.

If you remain unhappy

Nineteenth Street Group Ltd is a legal and business consultancy, not a firm of solicitors or barristers, so complaints about us do not fall within the jurisdiction of the Legal Ombudsman. If our internal procedure does not resolve matters, you may be able to refer the dispute to a certified alternative dispute resolution (ADR) provider — we will confirm at the time whether we agree to participate — and nothing in this policy affects your legal rights, including your right to bring a claim in the courts of England and Wales. Consumers can find guidance from Citizens Advice.

Records and learning

We keep a record of complaints and their outcomes for 2 years and review them so the same issue doesn't happen twice.