Complaints Procedure, Made Clear
We want to provide a high standard of service. If you are unhappy or concerned about the service you have received, please tell us so that we can review the issue and try to resolve it fairly and promptly.
Tell us when something has gone wrong
Raising a complaint will not affect how we handle your ongoing matter. We encourage you to tell us about a concern as soon as possible and explain what has happened and what you would like us to consider.
We will deal with complaints under our complaints procedure and provide information about external routes available if the issue cannot be resolved internally.
A clear route for raising and resolving concerns
Our aim is to understand the concern, investigate it properly and explain the outcome and any next steps.
What happens when you make a complaint?
The precise handling will depend on the issue, but the process should give you a clear route from first contact to a final response.
Tell us about your concern
Contact Aim Legal and make clear that you wish to raise a complaint, explaining the service issue and relevant circumstances.
Acknowledgement and review
The complaint is recorded and the relevant file, communications and information can be reviewed.
Investigation
The issues raised are considered and further information may be requested where needed to understand what happened.
Response and proposed resolution
We explain the outcome of the review and, where appropriate, any steps proposed to resolve the complaint.
Final response
If the complaint cannot be resolved earlier, a final response explains our position and the external complaint route available to you.
Legal Ombudsman where eligible
If you remain dissatisfied after our final response, or eight weeks have passed without resolution, you may be able to ask the Legal Ombudsman to consider the complaint, subject to its rules and time limits.
Contact us first
Please tell us as soon as you become unhappy or concerned about our service. You can identify the matter, explain the problem and set out what outcome you are seeking. It is helpful to make clear that you are making a complaint and to keep a copy of your correspondence.
What information to include
Include your name, matter or reference details where available, the people involved, the issue you are complaining about, relevant dates and communications, and what you would like us to do to address the concern.
Our internal review
We will consider the complaint against the information available on the file and any further information provided. We may contact you if clarification is needed before the complaint can be concluded.
Eight-week complaint period
Legal service providers are generally given up to eight weeks to respond to a complaint before the Legal Ombudsman can consider taking it on. If a final response is issued sooner and you remain dissatisfied, the final response should explain your external options.
Legal Ombudsman
The Legal Ombudsman is independent and can consider eligible complaints about regulated legal service providers after the provider has had an opportunity to resolve the complaint. Current rules generally require referral within six months of the firm’s final response and within one year of the problem happening or one year from when you became aware of it, subject to the Ombudsman’s rules and discretion.
Solicitors Regulation Authority
The Legal Ombudsman deals primarily with complaints about service. The Solicitors Regulation Authority deals with regulatory concerns about solicitors and firms, such as serious professional misconduct. The appropriate route depends on the nature of the concern.
How quickly should I complain?
Raise a concern as soon as you become aware of it. This can make the issue easier to investigate and helps protect your ability to use any external complaint route within the applicable time limits.
Concerns should be heard and handled fairly
A clear complaints process is part of good client care. We aim to understand the issue, review the relevant information and communicate the outcome and next steps.
Complaints procedure questions
Key information about raising a service concern and what can happen next.
Will making a complaint affect my ongoing case?+
Aim Legal states that making a complaint will not affect how it handles your case. You should raise concerns as soon as possible so they can be considered.
Do I need to complain to Aim Legal before contacting the Legal Ombudsman?+
Generally, yes. The Legal Ombudsman expects you to give the legal service provider an opportunity to resolve the complaint first. Providers normally have up to eight weeks to respond.
What are the Legal Ombudsman time limits?+
Under the current rules, complaints generally need to be referred within six months of the provider’s final response and within one year of the problem happening or one year from when you became aware of it. The Legal Ombudsman applies its own scheme rules and may exercise discretion in some circumstances.
What is the difference between the Legal Ombudsman and the SRA?+
The Legal Ombudsman deals mainly with complaints about the service provided by a regulated legal provider. The Solicitors Regulation Authority deals with regulatory and professional conduct concerns.
What should I include in my complaint?+
Explain what happened, identify the matter and relevant dates, include any important correspondence or evidence and say what you would like Aim Legal to consider doing to resolve the issue.
Do you need to raise a concern?
Contact Aim Legal with the details of your complaint so the issue can be reviewed under the firm’s complaints procedure.
