We aim to give our clients the best possible service. 

However, if at any point you become unhappy or concerned about the service we have provided, then you should inform us immediately so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. 

If you would like to make a formal complaint, then you can read our full complaints policy & handling procedure, and this has also been explained in your letter of engagement. 

What is a complaint

A complaint is when you tell us you are not happy about the service we provide. It can be about anything and could include 

  • When we do not deliver the service reasonably expected of us 
  • When we give you the wrong information or fail to keep you informed 
  • When you receive a poor-quality service 
  • When you have a problem with a member of staff

Making a complaint will not affect how we handle your case.

To help us to understand your complaint, please tell us:

  • your full name, your reference number and contact details;
  • what you think we have done wrong; and
  • what you think we should do to put things right.

How to complain

If you have a complaint, please give the details in in writing or please come to speak to our principle or staff, with whom you feel you are most comfortable.  If you have not dealt directly with our principle, please contact her, and her detail is on your engagement letter, as the person responsible for supervising your matter. All complaints received by us are recorded in a central register kept by this firm (the “Central Register”).

Complaints concerning data protection

If you have any complaint regarding our data protection policies or practices, please contact our Privacy Manager h.arrif@ardensolcitors.com, and complaints should be addressed at first instance. As explained in the letter of engagement, you also have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues, who can be contacted at https://ico.org.uk or telephone on 0303 123 1113.

Where a quick resolution of your complaint is possible

Your complaint will be considered by our principle, and you will be notified directly by her if your complaint can quickly resolve it to your satisfaction, in which case she will record in writing to you and to the Central Register, within 7 days of your first contacting our firm, the agreed manner of resolution. If, however, your complaint is not resolved to your complete satisfaction within 7 days of your first contacting us, you must write to us explaining why you are not satisfied with our reply. This must be addressed to our principle.  

What will happen next?

  1. Our principle will send you a letter acknowledging receipt of your complaint (within three days of your requesting an investigation of your complaint and enclosing a copy of this procedure.
  2. The principle will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter.
  3. Within three days of the meeting, the principle will write to you to confirm what took place and any solutions she has agreed with you.
  4. If you do not want a meeting or it is not possible, will send you  a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of you receiving the acknowledgement letter.
  5. At this stage, if you are still not satisfied, you should in writing contact our principle who will review the decision.
  6. The principle write to you within 14 days of receipt of your request for a review, confirming our final position on your complaint and explaining our reasons. If you are still unsatisfied that the complaint has been resolve, you may then contact the Legal Ombudsman. 

The Ombudsman 

The Ombudsman will not normally investigate a complaint unless the internal complaint’s procedure has been exhausted. Details on how to complain to the Ombudsman can be found at www.legalombudsman.org.uk

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if we cannot resolve your complaint?

The Legal Ombudsman can help you if we are unable to resolve your complaint. They will look at your complaint independently.

The Legal Ombudsman will check to see that you have tried to resolve your complaint with us first. If you have, then you may take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint and
  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

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