• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar

Alston Asquith

Leading Technology & Commercial Law Firm

  • Home
  • Services
    • Commercial
    • Commercial Property
    • Construction
    • Corporate
    • Data Protection
    • Dispute Resolution
    • Employment
    • Insolvency
    • Intellectual Property
    • Tax
    • Technology
  • People
  • News
  • Insights
    • Commercial Law
      • Shareholders Agreements
      • What is a Partnership Agreement?
      • What is a promissory note?
    • Corporate Law
      • What is an Asset Purchase Agreement?
      • What is a Share Purchase Agreement?
    • Dispute Resolution
      • Estoppel: a guide on the facts and uses
      • Unmasking the anonymous with Norwich Pharmacal orders
      • The Law of Tracing
    • Injunctions
      • Springboard Injunctions
      • Freezing injunctions: a practical guide
      • Injunctions
    • Insolvency
      • How to issue a winding up petition
      • What is a statutory demand?
  • About Us
  • Join Us
    • Join Us
    • Careers
  • Contact Us
    • London Office
    • Hertfordshire Office
  • Show Search
Hide Search
You are here: Home / Complaints Policy

Complaints Policy

Complaints Handling Policy

We are committed to providing a high-quality legal service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If you have a complaint, please contact us with the details. We will acknowledge any written complaint within two working days. Thereafter, we have eight weeks to consider your complaint and provide a substantive response. In some exceptional cases we may need more time however, if so, we will let you know in advance of the eight week period.

If we have not resolved it within this time you may complain to the Legal Ombudsman.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within two working days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, who will review your matter file and speak to the member of staff who acted for you.
  3. We will then invite you to a meeting to discuss and hopefully resolve your complaint. The client care partner will do this within 14 days of sending you the acknowledgement letter.
  4. Within three days of the meeting, the client care partner will write to you to confirm what took place and any solutions s/he has agreed with you.
  5. If you do not want a meeting or it is not possible, the client care partner will send you a written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner or someone unconnected with the matter at the firm to review his/her decision or an appropriate alternative such as review by another external solicitor not connected with the firm to review the matter.
  7. We will write to you within eight weeks of your initial complaint being received, confirming our final position on your complaint and explaining our reasons.
  8. If you are still not satisfied, you can then contact the Legal Ombudsman about your complaint, on the address below:

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH

Tel: 0300 555 0333 and 0121 245 3050

Website: http://www.legalombudsman.org.uk/

To make a complaint online to the Legal Ombudsman, please visit their website here and complete their online complaint form.

Please note, there are strict time limits for making a complaint to the Legal Ombudsman, although it generally expects consumers to exhaust the firm’s complaint process before referring a complaint to it. If you are dissatisfied with the outcome of this firm’s internal investigation then you have six months from our final determination to raise the matter with the Legal Ombudsman. In addition The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern.

If your complaint relates to the costs we have charged, you may also be able to ask for a detailed assessments (as set out on our invoices) under sections 70-72 of the Solicitors Act 1974. Please note if you apply to the court for an assessment and if all or part of the bill remains unpaid at the end of that assessment, we are entitled to charge interest. There are strict time limits that apply to this process and you may wish to seek independent legal advice.

Whilst the Legal Ombudsman concerns itself with issues of poor service or costs related issues, the Solicitors Regulation Authority is available should you consider either an individual solicitor or the firm may have breached the SRA Principles. If you wish to report any matter directly to the SRA, the relevant page of the SRA website is here.

Primary Sidebar

Latest Legal News

Legal Foundations

Embracing Innovation – Our New Collaboration with Legal Foundations

Saturday, 10 February 2024, 21:16 By Alston Asquith

First reported successful judgement on COVID-19 commercial rent claim for a premises in Westfield Shopping Centre, West London

First reported successful judgement on COVID-19 commercial rent claim

Wednesday, 21 April 2021, 15:34 By Alston Asquith

European Super League set for mammoth legal dispute with UEFA

European Super League set for mammoth legal dispute with UEFA

Tuesday, 20 April 2021, 16:57 By Alston Asquith

Follow Alston Asquith

  • E-mail
  • Facebook
  • LinkedIn
  • Phone
  • RSS
  • Twitter
Tower 42
25 Old Broad Street
London
EC2N 1HN
Get Directions
+44 (0)20 3950 3538
info@alstonasquith.com

Alston Asquith Limited Copyright © 2025

  • Navigation
  • Home
  • Services
  • People
  • News
  • Insights
    Legal and Regulatory
  • Accessibility
  • Legal Notices
  • Cookies
  • Privacy Policy
  • Terms of Engagement
  • Modern Slavery Act
  • Facebook
  • Twitter
  • LinkedIn
  • Instagram
  • About Us
  • Contact Us