Complaints Procedure

ALTION LAW COMPLAINTS POLICY


Our complaints policy

Altion Law are committed to providing a high quality legal service to all our clients. If you feel that something has gone wrong or you are not satisfied with either a matter or your bill, then please do tell us about I, as it will help us to improve our standards.

If you have a complaint about our service or a bill that we have rendered, please contact us with full details so that we may act upon it as quickly as possible.

In the first instance you should raise any concerns that you have with the person handling your matter. You should clearly set out details of any issues that you have so that we have a full understanding of what your concerns are.

If your concerns have not been satisfactory resolved, a complaint can also be raised with the compliance officer for legal practice – Rebecca Hudson, who can be contacted by the following methods:

Address: Altion Law, 9 Shirwell Crescent, Furzton, Milton Keynes, MK4 1GA
Tel: 01908 414 988
Email: Rebecca.hudson@altion-law.co.uk

What will happen once a complaint has been lodged?

1. We will confirm receipt of your complaint in writing as soon as possible, and within no more than 2 working days of receipt.
2. You will be asked to clearly set out full details of your complaint, so that we may investigate the issues raised by you. Where appropriate you may be invited into a meeting to discuss the matter in more detail.
3. We will then investigate your complaint, your file(s) and discuss the matter with the member(s) of staff who acted for you. We will also record your complaint in our central register.
4. We will then contact you to discuss your complaint. You will be invited in to a meeting to discuss the matter in more detail if you would prefer this. Alternatively if you would rather not meet, or if we are unable to arrange a meeting within a reasonable time, we will discuss the matter with you over the phone. We would aim to follow up with you on your complaint as soon as possible, and in any event within 10 working days acknowledging receipt of your complaint.
5. Within 2 working days of any meeting or discussions, we will write to you to confirm what took place and any solutions agreed with you.
6. At this stage, if you are still not satisfied you should contact us to request a review of the decision. We will then arrange for another party who has not been involved to review the original decision and respond to you in writing. We will confirm receipt of your request for a review, and advise you of the name of the party conducting a review. This will be done as soon as possible, and within 2 working days.
7. We will then write to you setting out our review decision including any reasons for the decision. We would aim to set out our review decision as soon as possible, any in any event within 5 working days of concluding the review.
8. The review decision will confirm our final position on your complaint.
9. If we have to change any of the timescales above, we will let you know and explain why.
10. If you are still not satisfied, you can contact the Legal Ombudsman. Any complaint should usually be made within 6 months of our final decision on your complaint, although you can contact the Legal Ombudsman for further details.
11. You may also be able to refer a complain to the Solicitors Regulation Authority (SRA).

Legal Ombudsman
Write to them at: Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Call on Telephone no: 0300 555 0333 (or +44 121 245 3050 if calling from overseas)
NGT Lite users: 18001 0300 555 0333
Minicom text phone user: 18002 0300 555 0333

Email at : enquiries@legalombudsman.org.uk
Website at : www.legalombudsman.org.uk


The Ombudsman deals with complaints from the following:

(a) An Individual;
(b) An enterprise which, at the time that the complaint is made, is a micro-enterprise within the meaning of arts.1, 2(1) and (3) of the Annex to Commission Recommendation 2003/361/EC, as that Recommendation had effect at the date it was adopted;
(c) a charity with an annual income net of tax of less than £1 million at the time at which the complainant refers the complaint to the respondent;
(d) a club, association or organisation, the affairs of which are managed by its members or a committee or committees of its members, with an annual income net of tax of less than £1 million at the time at which the complainant refers the complaint to the respondent;
(e) a trustee of a trust with an asset value of less than £1 million at the time at which the complainant refers the complaint to the respondent;
(f) a personal representative of an estate of a person; or
(g) a beneficiary of an estate of a person.

The Solicitors Regulation Authority (SRA)
Write to them at: Solicitors Regulation Authority,
The Cube,
199 Wharfside Street,
Birmingham,
B1 1RN
Call on Telephone no: 0370 606 2555 (or +44 121 329 6800 if calling from overseas)
Email at: contactcentre@sra.org.uk
Website at: www.sra.org.uk/contact-us/


The SRA deals with complaints including:
(a) bodies they regulate who have breached an SRA principle;
(b) bodies they regulate for non-payment of professional fees (such as an agent or experts fee);
(c) allegations of dishonesty or discrimination.


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