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Aspen Crown Solicitors Complaints Policy 
 
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. 
 
Concerns and Formal Complaints 
 
There are occasions where clients express concerns that can quite properly be dealt with swiftly and resolved informally by the Solicitor within the firm with the conduct of the matter. 
 
The Solicitor will make a judgment as to whether they are able to swiftly and informally deal with the issue to the client’s satisfaction. If they consider 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 
Role of the Complaints Handler 
 
The Complaints Handler will deal with the Formal Complaint, promptly, fairly, openly and effectively. 
 
The Complaints Handler will: 
 
Confirm the client's preferred method of communication and help them understand the process. Although it does assist if the complaint is put in writing, clients can communicate with the Complaints Handler in any way they wish. 
Acknowledge receipt of any Formal Complaint within 5 working days. 
Normally provide a substantive response within 15 working days. If more time is required then the client will be informed of the reasons for this. In order to provide the substantive response, the Complaints Handler will 
Embark upon an investigation of the circumstances of the case by undertaking a fact finding exercise being impartial, open, transparent and proportionate to the seriousness of the complaint. 
Establish where possible what the complainant wants as an outcome. 
Identify the cause of the problem and offer any appropriate redress and correct any unsatisfactory procedures. 
Inform the client at the conclusion of the investigation of their right to take the matter to the Legal Ombudsman should they wish to do so and provide their contact details. 
Legal Ombudsman 
 
Once you have gone through our internal complaints procedures and are not satisfied by our final response or resolution, you can then refer your complaint to the Legal Ombudsman, an independent complaints body established under the Legal Services Act, who can investigate complaints about the legal service you have received from us. 
 
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman: 
 
Within six months of receiving a final response to your complaint, and; 
No more than 1 year from the act/omission that lead to the complaint, Or; 
No more than 1 year from when you should reasonably have known there was cause for complaint. 
 
If you would like more information about the Legal Ombudsman, you can contact them directly. 
You can contact the Legal Ombudsman by 
Telephone: 0300 555 0333 
E: enquiries@legalombudsman.org.uk 
Website: www.legalombudsman.org.uk 
The Legal Ombudsman correspondence address is 
Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ 
 
 
Complaining to the Solicitors Regulation Authority 
 
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. 
 
Address: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN 
 
Telephone: 0370 606 2555 
Email: report@sra.org.uk 
Website: www.sra.org.uk 
 
Alternative Dispute Resolution 
 
Where we are not able to settle your complaint using our internal complaints process, there are alternative complaints bodies (such as the Ombudsman Services www.ombudsmanservices.org) which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.  
 
Please let us know if you would like to consider using an alternative complaints body to resolve your complaint 
 

Office Address 

North Colchester Business Centre, 340 The Crescent, Colchester, CO4 9AD 

Email Address 

Telephone, Fax 

Office Hours 

Mon-Fri: 9am – 5pm 
CONTACT US 

Get in Touch 

Phone, Text, Email or message us using our contact form below. We ‘re here for you. 

Office Address 

North Colchester Business Centre, 340 The Crescent, Colchester, CO4 9AD 

Email Address 

Telephone, Fax 

Office Hours 

Mon-Fri: 9am – 5pm 
CONTACT US 

Get in Touch 

Phone, Text, Email or message us using our contact form below. We ‘re here for you. 
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