Complaints Policy

AIA are committed to providing a first class legal service to all our clients. However, we recognise that on occasions things may not go as planned. When something goes wrong we need you to tell us about it in order to help us improve our standards. 

Our Complaints Procedure

Stage 1

If you have any concerns about the way in which your matter is being handled please raise it, in the first instance, with the Solicitor dealing with your file. If they are unable to deal with your concern to your satisfaction, you may then ask that the matter be formally investigated under our Complaints Procedure.

Stage 2

If your concern has not been addressed to your satisfaction by the Solicitor, then please write or email their Supervisor who will conduct an independent investigation of the complaint. You will find the Supervisor’s details in your initial paperwork or through your Solicitor. If you are unable to locate this information you can contact Mr Seedat. Your complaint will be acknowledged within 3 days and a written response will be provided within 28 calendar days of the complaint being received.

Stage 3

If the complaint remains unresolved, it will, at your request be escalated to our designated complaints handling person. The complaint will be reviewed and further investigations may be carried out, if deemed necessary. We will write to you within 28 calendar days of receiving your request for review and confirm our final position on your complaint and explain our reasons.

Stage 4

Should you remain dissatisfied with the outcome of our final decision, you may lodge an appeal to the company’s Managing Director, who shall consider the existing information relating to your complaint, who may consider it necessary to undertake further investigations. We shall write to you within 28 days of receiving your request to appeal, confirming our position.

We have eight weeks to consider your complaint. Following our final response, you may have the right to complain to the Legal Ombudsman if your complaint is not resolved to your satisfaction. You can contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ,, telephone: 0300 555 0333, [email protected] Normally, you will need to bring a complaint to the Legal Ombudsman within six years of receiving a final written response from us or three years of you finding out there was a problem with the service your received otherwise they may refuse to deal with your complaint. The Legal Ombudsman cannot deal with all complaints and will only deal with complaints from members of the public, certain very small businesses, charities, clubs and trusts. The Legal Ombudsman will tell you whether they are able to deal with your complaint.

If we are unable to meet any of the timescales noted above, we will let you know and explain why.

You will not be charged for our work investigating a complaint made by you. If because of a special need, you require us to deal with your complaint or communicate with you in a particular way please let us know so that in as far as is practicable, this may be accommodated.

The Legal Ombudsman is an alternative Dispute Resolution (ADR) entity, whose procedures solicitors’ firms are obliged to comply.