Complaints

Our commitment

We are committed to providing a high-quality legal service. When something goes wrong, we need you to tell us. This helps us address your concern and improve our standards.

How to complain

Please set out the details of your complaint and what you would like us to do. Send it by email to clients@awsolicitors.co.uk, by post to Unity Business Centre, 26 Roundhay Road, Leeds, LS7 1AB, or call 0113 244 1911. We do not charge for handling a complaint.

What happens next

• We will acknowledge your complaint in writing within five days of receiving it and provide a copy of this procedure.
• We will investigate the complaint. This will normally include reviewing the matter file and speaking to the person who acted for you.
• We will contact you to discuss the complaint and try to resolve it. If a meeting is appropriate, we will invite you to one within 14 days after you tell us that the initial response has not resolved the matter.
• Within three days after a meeting, we will write to confirm what was discussed and any resolution agreed.
• If you do not want a meeting, or a meeting is not possible, we will send a detailed written reply with our findings and proposals within 21 days after sending the acknowledgement.
• If you remain dissatisfied, ask us to review the decision. We will write within 14 days of that request with our final position and reasons.

If we need to change one of these timescales, we will tell you and explain why. In all cases, we aim to complete our complaints process within eight weeks of receiving the complaint.

Legal Ombudsman

If our final response does not resolve your service complaint, you may be able to ask the Legal Ombudsman to consider it. The Legal Ombudsman is at PO Box 6806, Wolverhampton, WV1 9WJ and can be contacted on 0300 555 0333. Current eligibility rules and time limits are published at legalombudsman.org.uk; check them before making a referral.

Solicitors Regulation Authority

The Solicitors Regulation Authority deals with concerns about professional conduct and breaches of the SRA Principles. It does not normally deal with poor-service complaints or award compensation for poor service; those matters are generally for the Legal Ombudsman. Information about reporting a solicitor or firm is available at sra.org.uk.