ASA Solicitors
12 New John Street

Bradford

BD1 2QY

Tel: 01274 900 400 

Email: mail@asa.co.uk

1. Our Commitment to You

At ASA Solicitors, we are committed to providing a high-quality legal service to all our clients.

We recognise that occasionally things may go wrong, and when they do, we want to know.

We value feedback and treat every complaint as an opportunity to review and improve the way we work.

Our aim is to deal with all complaints promptly, fairly, and transparently, in line with our regulatory obligations.

2. Who Regulates Us

ASA Solicitors is authorised and regulated by the Solicitors Regulation Authority (SRA) under SRA number 8007612.

We follow the SRA Standards and Regulations and are required to operate a formal complaints procedure.

3. How to Raise a Concern

If you are unhappy with any aspect of our service, your bill, or how your matter is being handled, please raise it as soon as possible.

Step One – Speak to the Person Handling Your Case

In the first instance, please raise your concern with the solicitor, caseworker, or member of staff dealing with your matter.
Most concerns can be resolved quickly and informally at this stage.

Step Two – Contact the Complaints Handling Officer

If your concern is not resolved or you prefer not to raise it with the fee earner directly, please contact our Complaints Handling Officer:

ASA Solicitors
12 New John Street

Bradford

BD1 2QY

Tel: 01274 900 400 

Email: mail@asa.co.uk

We will acknowledge your complaint within five working days of receipt and confirm how we intend to investigate it.

Step Three – Investigation and Response

The Complaints Handling Officer will:

• review your matter file and any relevant correspondence;
• discuss the matter with the staff member(s) involved; and
• provide a full written response explaining our findings and any proposed resolution.

We aim to complete this process within 28 calendar days of receiving your complaint.
If more time is needed, we will let you know and provide an estimated date for our full response.

Step Four – Further Review

If you are not satisfied with our initial response, you may ask for the decision to be reviewed by another Solicitor who has not been involved in your matter.
That person will review the complaint independently and issue a final written response within 28 days of your request.

This will be our firm’s final position on your complaint.

4. What to Do If We Cannot Resolve Your Complaint

If we have been unable to resolve your complaint to your satisfaction within eight weeks, you may be entitled to refer your complaint to the Legal Ombudsman.

The Legal Ombudsman deals with complaints about the quality of service, costs, or delay provided by solicitors.

You can contact the Legal Ombudsman in the following ways:

PO Box 6167, Slough, SL1 0EH
0300 555 0333
enquiries@legalombudsman.org.uk
www.legalombudsman.org.uk

Time Limits

You must refer your complaint to the Legal Ombudsman:

• within one year from the date of the act or omission you are complaining about; or
• within one year of when you first realised there was a problem; and
• within six months of receiving our final written response.

The Legal Ombudsman may decline to investigate if these time limits are not met.

5. Complaints About Misconduct or Ethics

If your concern relates to professional misconduct, dishonesty, or a breach of the SRA Code of Conduct, you can report it directly to the Solicitors Regulation Authority (SRA).

Please note:
The SRA does not deal with complaints about poor service or costs — those should be referred to the Legal Ombudsman.

You can contact the SRA at:
Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN
www.sra.org.uk/consumers

6. How We Use Complaints to Improve

Every complaint is recorded, reviewed, and reported to the firm’s management team.
We analyse complaints data annually to identify trends and make improvements in:

• client communication;
• supervision and case management;
• staff training and client care processes.

Our objective is not only to resolve individual complaints but to use the feedback to strengthen our firm’s overall quality and consistency of service.

7. Further Information

For further details about our complaints process or to request a copy of this procedure in an alternative format (e.g., large print or translated version), please contact:

Complaints Handling Officer
ASA Solicitors
12 New John Street

Bradford

BD1 2QY

Tel: 01274 900 400 

Email: mail@asa.co.uk