Complaints Procedure We pride ourselves in offering our best services to our clients and being attentive to their needs. We value the relationship we have with our clients, and we encourage to give us feedback of our services and to inform us of any complaints for the services they have received.
We have put in place an uncomplicated complaints procedure, to ensure that our communication channel is open for our clients to expect high standards of work from Ashton Birch.
We encourage you our clients to use this procedure at any point in time, whether during or after a service has been provided.
Ashton Birch prides in its services it provides to its clients, our internal processes demand a high standard of work at all times. However, it is possible that you may have comments about the level of services you have received which may have left you dissatisfied.
In such circumstances, please raise your concerns to the caseworker or write to us addressing your comments to the Office Manager. We will respond to you immediately unless the matter is more complex in which case you should allow 48 hours for our reply. If we need extra time to check an issue we will ask for further time but give you a date by which you can expect a response. You can also contact the named person, who has overall responsibility of your matter.
If the matter cannot be resolved at this stage to your satisfaction, a formal complaint should be made to Ashton Birch. You can request a copy of our formal complaint’s procedure at any time.
A formal complaint is acknowledged if it is made within 6 months of the date of the cause of the complaint or immediately after the initial attempts to find a resolution had failed.
If your matter is not resolved at this stage, then you can have your complaint independently looked at by The Legal Ombudsman. Before accepting a complaint, The Legal Ombudsman will check if you have tried to resolve your complaint with Ashton Birch. If this step is followed, you can make a complaint to The Legal Ombudsman:
For more information on The Legal Ombudsman please contact them at:
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.
Conditional to the nature of the complaint, it may be possible to complain to the SRA if you feel Ashton Birch have broken any of the SRA’s principles.
For more information on these principles please visit SRA website