Our Complaints Procedure

Introduction

Aeon Solicitors strives to provide the very best legal advice to its clients. However, if you are dissatisfied with any aspect of our service we are available to receive your formal complaint. We hope to make that procedure simple and straightforward.

How to Complain

Ideally, we would like you to present your complaint to us in writing and sent by email for the swiftest response. This will allow you to set out your concerns in detail and to highlight the issues which are important to you.  However, we can deal with the concerns you have using any of the following means:

• by e-mail
• in writing
• on the telephone
• in person

To Whom Should I Complain?

When you first instructed Aeon Solicitors you will have received a client care letter which set out the terms on which we would advise and or represent you.  Included in that letter were details of how to make a complaint. However, if you do not have that letter, that is not a problem, you can direct your complaint as follows:-

Sue Ziegler

Email to: info@aeonsolicitors.co.uk

Letters received at: Aeon Solicitors, Liberty House, 222 Regent Street, London W1B 5TR

Telephone: 020 3948 1900

How quickly will you deal with and reply to my complaint?

Aeon Solicitors aims to register your complaint, investigate it and then send you a reply within 15 working days.

If we are unable for any reason to respond with a full reply within 15 days, then Aeon Solicitors shall send you an acknowledgement within that time days and we shall tell you when we expect to be able to reply (within 8 weeks from the date we first receive your complaint).

Aeon Solicitors aims to reply to subsequent letters and calls within a maximum of 15 working days from receiving them, or if we cannot do so, we shall tell you when we expect to return to you.

Legal Ombudsman

If you wish to raise your matter with the Legal Ombudsman, there are time limits which are a part of the Legal Ombudsman rules which mean that you must take your complaint to the Legal Ombudsman:

• no more than one year from the date of the act or omission being complained about; or
• no more than one year from the date when you should have realised that there was cause for complaint; and
• within six months of receiving a final response to your complaint from us.

For more information about the Legal Ombudsman you can contact them directly:-

Website: www.legalombudsman.org.uk

Telephone: 0300 555 0333 between 10am and 4pm
Relay UK: 1800 10300 5550333
Email: enquiries@legalombudsman.org.uk
Post: Legal Ombudsman, PO Box 6167, Slough SL1 0EH

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Complaints About Fees

If you are dissatisfied with our bill, you have the right to apply to the High Court for an assessment of our charges by an Officer of the Court under ss. 70, 71 and 72 of the Solicitors Act 1974.  We hope that before making such an application you would first seek to discuss with Aeon Solicitors using our complaints procedure above.

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Complaints About Misconduct

If you have concerns about any misconduct or breach of the SRA Code of Conduct by aeon Solicitors, such as taking or losing your money, dishonesty or discrimination, you can also report the matter to our regulatory body, the Solicitors Regulation Authority.  They can be contacted at:

The Solicitors Regulation Authority The Cube

Wharfside Street

Birmingham

B1 1RN

0370 606 2555

https://www.sra.org.uk/consumers/problems/report-solicitor/