Grievance Redressal

LEGUM LEX (the "Firm") is committed to maintaining the highest standards of professional conduct and service delivery. We recognize that concerns or disputes may occasionally arise during the course of professional engagements. This Grievance Redressal Policy establishes a formal mechanism for the reporting, investigation, and resolution of grievances in a transparent and timely manner.

Clause 1: Appointment of Grievance Officer

In accordance with applicable regulatory frameworks, the Firm has appointed a dedicated Grievance Officer to oversee the resolution of User concerns. All formal grievances, complaints regarding service deficiencies, or issues related to data protection should be directed to the Grievance Officer whose details are provided below:

Clause 2: Formal Procedure for Reporting

Users wishing to record a formal grievance must do so in writing, providing a comprehensive description of the issue, relevant transaction identifiers, and any supporting documentation or evidence. The complaint should be submitted via the designated grievance email address to ensure proper logging and tracking within our internal case management system. Verbal communications or informal messages through non-official channels may not be recognized as formal grievances.

Clause 3: Benchmarks for Acknowledgment and Resolution

The Firm adheres to strict timelines for the redressal of complaints. Every formal grievance shall be acknowledged by the Grievance Officer within forty-eight (48) business hours of receipt. Following an internal investigation and coordination with the relevant departments (legal, technical, or administrative), the Firm aims to provide a final resolution or a formal response to the complainant within a period of thirty (30) days. In complex matters requiring extended investigation, the User shall be kept informed of the progress of the redressal process.

Clause 4: Investigation and Fair Hearing

The Grievance Officer shall conduct an impartial review of the facts presented. This may involve interviewing relevant staff members, reviewing system logs, and examining the legal drafting history associated with the User's account. The Firm ensures that the principles of natural justice are followed, providing the complainant with a fair opportunity to present their case and responding to all points raised in the grievance.

Clause 5: Finality of Redressal and Judicial Recourse

While the Firm strives to resolve all disputes internally through this grievance mechanism, the User retains their right to pursue further recourse through appropriate judicial or regulatory forums. This internal redressal process is intended to facilitate swift resolution and does not prejudice the legal rights of the User under the Governing Law specified in our Terms of Service.