We at Aspen Crown Solicitors aim to provide a high quality legal service to our clients. However, sometimes things may go wrong unintentionally. When something goes wrong, we need to know about it so that we can put things right and improve our standards.
The procedure outlined below also helps us to identify and address any systemic failings or areas of bad practice. Where appropriate, we will apologise and in some cases offer recompense to those who complain. A copy of this policy is to be made available to clients on request and will feature on the firm’s website.
There are occasions where clients express concerns which can quite properly be dealt with swiftly and resolved informally by the Solicitor within the firm with conduct of the matter.
The Solicitor will make a judgement as to whether they are able to swiftly and informally deal with the issue to the client’s satisfaction. If they considers that the issue amounts to a Formal Complaint then they should immediately refer the matter to the firm’s Complaints Handler- Mr Tajammal N Butt
The Complaints Handler will deal with the Formal Complaint, promptly, fairly, openly and effectively.
The Complaints Handler will:
In order to provide the substantive response, the Complaints Handler will:
The Complaints Handler will keep a central record of complaints which will contain details of the:
The register will be reviewed annually by the firm’s managing director to verify that the Complaints Policy is in effective operation across the practice.
If we are unable to satisfactorily resolve the Formal Complaint then the client will be informed of their right to take the matter to the Legal Ombudsman. Before a client approaches the Ombudsman, they must usually have already made a Formal Complaint to us.
The Legal Ombudsman will not normally consider a complaint unless:
A referral to the Legal Ombudsman is generally not available to the following clients:-
Further guidance is available at: www.legalombudsman.org.uk
The Legal Ombudsman can be contacted by:
Telephone: 0300 555 0333
Post: PO Box 6806, Wolverhampton, WV1 9WJ