Avery Emerson Complaints Procedure

Key Complaints Handling Officer (CHO) = Mr. Sukhjit Ahluwalia

Introduction

Avery Emerson is committed to client care and an important aspect of this is providing regular feedback to our clients. We are committed to providing a high-quality legal service to all our clients. If a client is unhappy with any aspect of the care or service that he has received from us, then we need them to tell us about it. This will help us to improve our standards.

Avery Emerson aims to work in partnership with the client, in order to find practical solutions to resolve any concerns that they may have. At each step, we try to resolve matters expeditiously and amicably.

Our Complaints Procedure

If a client has a concern, the first step is to contact the person working on their file and inform them of the details. This is best approached informally, making that telephone call and expressing such concerns. At Avery Emerson, we have learned that communication is key.

For a more detailed concern, we may be contacted in writing, over the phone or in person, depending upon the nature and degree of your concern. You can at this stage opt for the concern to be dealt with in writing, or in person by way of a face-to-face meeting.

What will happen next?

If you are not satisfied with our response or wish to raise an independent complaint formally, then we would invite the client to raise the concern in writing. We will then send a client a letter acknowledging their complaint.

Once the nature and details of the complaint have been established and agreed to, we aim to acknowledge receipt of the same within 7 working days, although this will vary depending on the circumstances of each individual case.

Investigation of your complaint

This will normally involve the following steps:

• Once we have agreed and processed the complaint, we will forward the same to our CHO, as soon as reasonably practicable from the date of receipt.
• Our CHO will aim to respond to the complaint, in detail, within 28 days from the date it was received. This allows Avery Emerson time to consider the complaint and provide you with an adequate and satisfactory response.
• If it is clear that further time will be required, for lengthy or complex complaints, we will write to the client informing them of the same.

The Legal Ombudsman is the body that deals with complaints and they usually allow up to 8 weeks before they become involved. Further, the client is required by the Ombudsman to complain to the firm first before a complaint can be accepted by them.

In each circumstance, we will actively encourage the client to attend a meeting to discuss and hopefully resolve the complaint. If they agree, we will endeavour to arrange this meeting as soon as reasonably practicable. Should a meeting be held, we will write to the client within at least 28 working days from the date of the meeting, confirming the contents and outlining any agreed solutions.

If the client chooses to have a written response only, or if the matter can be resolved without a meeting, we will aim to send a detailed written reply within 28 working days from our acknowledgment of the complaint. Should more time be required, we will write to explain why and provide a revised timeframe. Our response will address each point raised and include our suggestions for resolving the matter.

At this stage, if the client is still not satisfied with the outcome, the matter may be referred to the Legal Ombudsman:
Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final decision. For further information, the client should contact the Legal Ombudsman directly.

At Avery Emerson, we shall not consider any complaints raised 6 months after the conclusion of the retainer. Additionally, in respect of our Interim Statute Bills and Final Bills, clients only have 28 days from the bill date to raise any challenges.

We hope the above assists in providing our clients with guidance on how their complaint will be managed. Should further clarification be required, please contact our offices. Please also note that clients will not be charged for any work conducted on their file relating to the complaint.