Complaints Procedure

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.