Client Feedback & Complaints

Making a complaint

We try hard at Aitken Harter to provide an excellent service to our clients. We aim, not only to meet, but to exceed our clients’ expectations. Should an occasion occur where a client feels they have cause to complain we hope that the issue can be resolved quickly and informally by the instructed solicitor.

If the person raising the issue is not satisfied with the way we deal with the complaint on an informal basis or it is unsuitable for an informal resolution, we shall refer it for consideration as a ‘formal’ complaint. We deal with all complaints promptly, fairly and free of charge.

Louise Bullivant will investigate a formal complaint thoroughly and impartially, obtaining and considering evidence objectively. She will respond to the client within the time frame below.

Action: Acknowledge complaint in writing and send a copy of the complaints procedure
Timescale: Within 2 working days

Action: Investigate the issues
Timescale: Within 14 days of receiving the complaint whenever possible

Action: Invite the person making the complaint to a (virtual) meeting or to discuss the issues by telephone
Timescale: On conclusion of investigation

Action: Confirm the outcome of the meeting or telephone conversation in writing
Timescale: Within 3 working days

Action: If a meeting/telephone discussion is not possible or required:
Investigate the issues and write to the person with the outcome

Timescale: Within 21 days

Action: Review and close the complaint
Timescale: Within 8 weeks of receiving the complaint

Eight weeks after we initiate our complaints investigation and at the conclusion of the internal investigation, the client will be reminded of their right to ask the Legal Ombudsman to investigate. The Legal Ombudsman can be contacted at PO Box 6806 Wolverhampton WV1 9WJ or by telephone 0300 555 0333 or by email enquiries@legalombudsman.org.uk within six months of the date of the written response to the complaint.