Complaint Handling Procedure

We are wholly committed to providing our clients with the very highest levels of service. We are always seeking to improve that service and should anything go wrong we need you to inform us of the problem. Where you do feel you have a complaint we want you to highlight this to us at the very earliest opportunity to allow us to assist you.

Should you have a complaint please contact us with the details in writing. We have eight weeks in which to consider your complaint. If we have not resolved it within this time you may complain to the Legal Services Ombudsman.

In addition an alternative body we agree to use is ProMediate who are competent to deal with complaints about legal services. Their website is www.promediate.co.uk , their address is Brow Farm, Top Road, Frodsham, WA6 6SP.

The Procedure

  • Once your letter has been received we will send you a letter acknowledging your complaint and enclose a copy of this procedure
  • We will then investigate your complaint. As there are two partners it will be passed to the other partner who did not have supervision of your matter. They will review your complaint and speak with your case handler.
  • The investigating partner will then invite you to a meeting to discuss and hopefully resolve your complaint. They will do this within 14 days of sending you the acknowledgement letter.
  • Within 3 days of the meeting the investigating partner will write to confirm what took place and any solutions that have been agreed with you.
  • If you do not want a meeting or it is not possible the investigating partner will send you a detailed written reply to your complaint, including his or her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  • At this stage if you are still not satisfied, you should contact us again and we will arrange for an external review of the matter or mediation.
  • We will write to you within 14 days of receiving your request for a review confirming our final position on your complaint and explaining our reasons.
  • If you are still not satisfied, you can then contact the Legal Ombudsman about your complaint. The address is PO Box 6806, Wolverhampton, WV1 9WJ. Normally, you will need to bring a complaint to the Legal Ombudsman within 6 months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within 3 years of when you should reasonably have been aware of it). For further information you should contact the Legal Ombudsman on 0300 555 033 or enquiries@legalombudsman.org.uk.
  • Why Choose Aly & Hulme Associates?

    Modern life is hectic. We know you’re busy. we know your hours are often awkward and we know you have enough on your plate. That’s why our founding principle is to help you deal with your legal needs quickly, efficiently and effectively.

    We specialise in dispute resolution and whilst both partners have appeared in Court on thousands of occasions we will strive hard to avoid litigation wherever possible to provide you with a robust and cost-effective service.

  • We are approachable, professional and commercially minded.
  • We cover the South East and North West and will meet you at your convenience.
  • We have policies and procedures to ensure your matter is always taken care of.
  • We will always put your needs first and do our utmost to protect and further your best interests.
  • We are regulated by the Solicitors Regulation Authority and fully insured for your protection.
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