Complaints Procedure

Our complaints policy

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, whether we have not met your expectations or if we have made a mistake, we need you to tell us about it. This will help us to improve our standards. If you have a complaint, either in relation to the conduct of your case or our bill contact us with the details.

It is important to outline the steps we will take to put things right.

Step 1

If you are unhappy about anything or the level of service you have received, please contact the file handler’s supervisor. It is important to us to hear your concerns. In the majority of cases they will be able to resolve your issues that are brought to their attention.

Step 2

If you remain unhappy and/or your complaint has not been resolved to your satisfaction, it can be progressed to the next stage by contacting our offices on 0161 447 9193 asking for our Mr Khan, or email ayoub@astonknightsolicitors.co.uk, or write to us at Lester House, 21 Broad Street, Bury, BL9 0DA.

We will record your complaint in our central register and open up a separate file for your complaint. We will do this within 3 days of receiving your complaint.

Step 3

We will then start to investigate your complaint. This will normally involve the following steps:

  1. Our Client Care Partner (Mr Ayoub Khan) will investigate the complaint.
  1. Mr Khan will ask the member of staff who acted for you to report back to him in relation to your complaint within 10 days.
  1. Mr Khan will then examine their reply and the information in your complaint file and, if necessary, may also speak to them. This will take up to 5 days from receiving their reply and the file.
  1. Mr Khan will then invite you to a meeting either face to face or by telephone to discuss and hopefully resolve your complaint.

Step 4

Within 3 days of the meeting/telephone call, Mr Khan will write to you to summarising your matter confirming any agreed resolution(s).

 

We would always want to settle your concerns internally, however, if after reaching this stage you remain unsatisfied the matter can be referred to: The Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ, Tel: 0300 555 0333, www.legalombudsman.org.uk. .  In normal circumstances, the Legal Ombudsman expects you to allow us 8 weeks to try to resolve your complaint before contacting them, and complaints should be made within six months of the date of the conclusion of the Firm’s complaints procedure.  For more information on complaint procedures download the Legal Ombudsman Guide to Making a Complaint (PDF) which can be downloaded from the Legal Ombudsman service website.