Complaints procedure

If you have cause to complain about any element of the service provided to you, please address your complaint in writing to Avril Ashley at It would assist if your complaint could be made at the earliest possible time.

Please put as much detail into your complaint, and how you believe it can be resolved. We aim to initially respond to your complaint within 7 working days. If this is not possible you will be notified in writing & given a date for a response.

Your complaint will be thoroughly investigated and we will comeback to you with our findings in writing within 4 weeks. The complaint should be resolved within 8 weeks.

If we are still unable to resolve your complaint to your satisfaction within the 8 week timeframe. You can refer your complaint to the Costs Lawyers Standard Broad (CLSB) they will deal with professional misconduct and can be contacted at The Costs Lawyer is Avril Ashley number CL626 company AJA Legal Services Ltd the complaint should be made to the CLSB usually within 12 months.

The Legal Ombudsman will handle complaints about poor service and they can be contacted at Please note any complaint to the Legal Ombudsman should be made within 6 months of providing you with a final response or no more than 3 years from when you should reasonably have known there was cause for complaint.

We would be happy to resolve the dispute by alternative dispute resolution (ADR). There are many ADR companies you may wish to consider:
Clerksroom mediation –

Insurance is held with HCC International Insurance policy number PI9A825857.

Updated June 2022