Complaints Handling Policy
At Averillaw Solicitors, we are committed to providing high-quality legal services and maintaining the highest standards of professionalism and client satisfaction. However, we recognize that there may be occasions where our clients are not entirely satisfied with our services or have concerns they wish to address. We take such feedback seriously and have established the following complaints handling process to address and resolve any issues promptly and effectively.
Lodging a Complaint
Clients who wish to lodge a complaint can do so by contacting us through one of the following channels:
Clients are encouraged to provide as much detail as possible regarding the nature of their complaint, including relevant dates, names of staff members involved, and any supporting documentation.
Acknowledgement of Complaint
Upon receiving a complaint, we will promptly acknowledge receipt and provide an estimated timeframe for resolution. Our team will review the complaint thoroughly and impartially to understand the issues raised and identify appropriate actions for resolution.
Investigation and Resolution
We will conduct a fair and thorough investigation into the complaint, considering all relevant information and perspectives. Depending on the nature of the complaint, this may involve:
- Interviewing relevant staff members
- Reviewing relevant documentation
- Seeking additional information from the client
Once the investigation is complete, we will propose a resolution to address the client's concerns. This may include corrective actions, remedial measures, or any other appropriate steps to resolve the issue satisfactorily.
Communication and Feedback
Throughout the complaints handling process, we will maintain open and transparent communication with the client, providing regular updates on the progress of their complaint and any actions taken. We welcome feedback from clients regarding their experience with our complaints handling process and use this feedback to continually improve our services.
Records and Documentation
We will maintain accurate records of all complaints received, including details of the complaint, actions taken, and outcomes achieved. This information is treated confidentially and used for the purposes of improving our services and internal processes.
External Resolution
If a client remains unsatisfied with the outcome of their complaint after exhausting our internal complaints handling process, they may have the option to pursue external resolution through relevant regulatory bodies or dispute resolution schemes.
Contact Information
For any inquiries or assistance regarding our complaints handling process, please contact:
The Complaints Officer
At Averillaw Solicitors, we are committed to addressing and resolving complaints in a fair, transparent, and timely manner, ensuring that our clients receive the highest level of service and satisfaction.
This complaints handling policy outlines our commitment to addressing client concerns and ensuring that complaints are handled promptly and effectively.
Date: 1 July 2025