ASTRAEA COMPLAINT PROCEDURE

It is important to us that we provide services of the highest quality to all of our clients. We aim to ensure that any complaints that clients may have are identified and dealt with in accordance with this procedure.

You can register the complaint, in writing or verbally, with the person dealing with your matter or the Complaints Director, Nama Zarroug, who is responsible for ensuring that complaints are handled effectively and in accordance with this procedure.

This procedure will also apply to prospective clients who we have refused to provide a service to or persistently or unreasonably offered an unwanted service to but only if the complainant has evidence to show that we did not have reasonable grounds to do so.

Investigating the complaint

  1. We will acknowledge the complaint within seven days.
  2. We will conduct a full investigation and an independent review of the matter.
  3. We will provide a substantive response 8 weeks of receipt of the initial complaint.
  4. If still unresolved at this stage, the complainant may take their complaint to the Legal Ombudsman.  A complainant will have to bring a complaint to the Legal Ombudsman within 6 months of receiving a final response from us about their complaint and 6 years from the date of the act or omission giving rise to the complaint or alternatively 3 years from the date they should reasonably have known there are grounds for complaint (if the act/omission took place before 6 October 2010 or was more than 6 years ago).

 

Legal Ombudsman

The Legal Ombudsman is an independent body established by the Office for Legal Complaints under the Legal Services Act 2007 to deal with complaints against Solicitors.

Before it will consider a complaint the Legal Ombudsman generally requires that the firm’s internal Complaints Procedure has been exhausted. If the Legal Ombudsman is satisfied that the firm’s proposals for resolving a complaint are reasonable, it may decline to investigate further.

The Legal Ombudsman’s address is:

PO Box 6806,Wolverhampton,WV1 9WJ;

Telephone, 0300 555 0333;

Website: www.legalombudsman.org.uk;

Or

Email: enquiries@legalombudsman.org.uk