Aston Knight Solicitors 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 directly. 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 399 1231 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 then record your complaint and open up a separate file for your complaint. We will do this within 5 working 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.
2. Mr Khan will ask the member of staff who acted for you to report back to him in relation to your complaint within 10 working days.
3. 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 15 working days from receiving their reply and the file.
4. Mr Khan will then invite you to a meeting, either face to face or by telephone, to discuss your complaint.
5. Mr Khan will contact you to discuss his findings and hopefully resolve your complaint.

We would always want to settle your concerns internally, however, if we are unable to resolve your complaint to your satisfaction, then you can have the complaint independently looked at by: the Legal Ombudsman PO BOX 6167, Slough, SL1 0EH 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 you must refer your concerns to the Legal Ombudsman within six months of our final response to you. For more information on complaint procedures and to download the Legal Ombudsman Guide to Making a Complaint (PDF) please visit the Legal Ombudsman service website.