Complaints Policy

Buton Limited believes that if a client wishes to make a complaint or register a concern they should find it easy to do so. It is company’s policy to welcome complaints and look upon them as an opportunity to learn, adapt, improve and provide better services. This policy is intended to ensure that complaints are dealt with properly and that all complaints or comments by clients are taken seriously. 

We believe, that failure to listen to or acknowledge complaints will lead to an aggravation of problems, client dissatisfaction and possible litigation. Buton Limited supports the concept that most complaints must be dealt with early, openly and honestly. 

Our aim

The company’s aim is to ensure that its complaints procedure is properly and effectively implemented, and that clients feel confident that their complaints and worries are listened to and acted upon promptly and fairly. 

The named complaints manager with responsibility for following through complaints is Gergana Antonova. All complaints must immediately be reported to Gergana Antonova who has the responsibility to ensure that all complaints are handled according to the policy. 

If you have a complaint, please contact us in writing with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman. 

All oral complaints, no matter how seemingly unimportant, will be taken seriously. Any of the staff who receive an oral complaint should seek to solve the problem immediately if possible. All oral complaints must be put in writing and send to: or to the company’s registered address: 

Charles House
35 Widmore road
BR1 1RW 

Complaint Policy Procedure 

  1. We will send you a letter/e-mail acknowledging receipt of your complaint within three days of receiving your complaint in writing, enclosing a copy of this procedure. 
  2. Immediately on receipt of the complaint the company should launch an investigation and within 7 working days should be in a position to provide a full explanation to the complainant in writing. This will normally involve speaking to the member of staff who acted for you. 
  3. Gergana Antonova will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 14 working days of sending you the acknowledgement letter. 
  4. If the issues are too complex to complete the investigation within 7 working days, the complainant should be informed of any delays.
  5. Where agreement could not be reached, advice should be sought from a legal advisor to the company.
  6. If you are still not satisfied, you can then contact the Legal Ombudsman (PO Box 6806, Wolverhampton WV1 9WJ) about your complaint.

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at 

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