1. Our Commitment

ASA Solicitors is committed to providing a high standard of legal service and client care. We recognise that, on occasion, a client may be dissatisfied with an aspect of our service. We take complaints seriously and welcome the opportunity to investigate concerns, address any issues identified and improve our services. You will not be charged for the handling of a complaint under this procedure.

2. What Is a Complaint?

A complaint is any expression of dissatisfaction concerning the legal services we have provided or the way in which we have dealt with a matter. This may include concerns about:

• the quality of our service;
• delays;
• communication;
• failure to follow instructions;
• the conduct of a member of our team;
• fees or costs;
• information provided to you; or
• any other aspect of the service you have received.

You do not need to use the word “complaint” for us to treat an expression of dissatisfaction as a complaint.

3. How to Make a Complaint

We encourage you initially to raise any concern with the person dealing with your matter, as they may be able to resolve the issue quickly. If the issue cannot be resolved, or if you would prefer to make a formal complaint, please contact us: By post: ASA Solicitors 12 New John Street Bradford BD1 2QY By email: info@asa-solicitors.co.uk By telephone: 01274 900 400 Please provide, where possible:

• your full name;
• your matter or reference number;
• details of your complaint;
• relevant dates or events;
• copies of any documents you believe are relevant; and
• how you would like us to resolve the matter.

We will not refuse to consider a complaint simply because all of this information has not been provided.

4. What Happens After We Receive Your Complaint?

We will deal with your complaint fairly, objectively and as promptly as reasonably possible. We will normally:

1. acknowledge receipt of your complaint;
2. identify the issues you have raised;
3. review the relevant file and documentation;
4. obtain information from the person or persons involved where necessary;
5. contact you if we require clarification or further information;
6. consider whether your complaint can be resolved informally or whether further investigation is required; and
7. provide you with our findings and proposed resolution.

Where appropriate, the complaint may be investigated or reviewed by a person who was not directly responsible for the issue being complained about.

5. Possible Outcomes

Depending upon the circumstances, we may:

• explain our actions or the circumstances giving rise to the complaint;
• apologise;
• take corrective action;
• agree to undertake further work;
• review or reduce fees where appropriate;
• refund an amount where appropriate;
• amend our internal processes or procedures; or
• determine that the complaint is not upheld and explain our reasons.

The appropriate outcome will depend upon the individual circumstances.

6. Timescale

We aim to resolve complaints as quickly as reasonably possible. In all cases, we will seek to provide our final response within eight weeks of receiving your complaint. If we are unable to complete our investigation within that period, we will explain the position to you and provide information about your right, where applicable, to refer the matter to the Legal Ombudsman.

7. Legal Ombudsman

If you are dissatisfied with our final response, or if we have not resolved your complaint within eight weeks, you may be entitled to refer your complaint to the Legal Ombudsman. The Legal Ombudsman is an independent organisation established to consider complaints about legal services. Its contact details are: Legal Ombudsman PO Box 6167 Slough SL1 0EH Telephone: 0300 555 0333 Email: enquiries@legalombudsman.org.uk Generally, the Legal Ombudsman expects a complaint to be referred to it:

• within one year of the act or omission being complained about; or
• within one year of the date on which you should reasonably have known that there was cause for complaint;

and

• within six months of receiving our final written response to your complaint, where that response prominently provides the required information regarding referral to the Legal Ombudsman.

The Legal Ombudsman may exercise discretion in relation to these time limits in certain circumstances. Not every person or organisation is eligible to make a complaint to the Legal Ombudsman. Eligibility is determined by the Legal Ombudsman’s Scheme Rules.

8. Complaints About Our Fees

If your complaint concerns our fees, you may have additional rights depending upon the circumstances. In certain matters, you may be entitled to apply to the court for an assessment of a solicitor’s bill under applicable legislation. You should obtain independent advice concerning any applicable time limits if you are considering this option. The Legal Ombudsman may also be able to consider complaints concerning fees where the complaint falls within its jurisdiction.

9. Solicitors Regulation Authority

The Legal Ombudsman principally deals with complaints about the service a solicitor has provided. The Solicitors Regulation Authority (“SRA”) deals with regulatory and professional conduct matters. Examples may include concerns involving:

• dishonesty;
• misuse of client money;
• discrimination;
• serious breaches of professional obligations; or
• other serious misconduct.

A concern about professional conduct may therefore be capable of being raised with the SRA separately from a service complaint considered by the Legal Ombudsman.

10. Accessibility

We want our complaints procedure to be accessible. If you require information in an alternative format, reasonable adjustments or assistance in making a complaint, please contact us and we will seek to accommodate your requirements.

11. No Disadvantage for Complaining

Clients will not be treated less favourably because they have made a genuine complaint. We regard complaints as an important opportunity to monitor and improve the quality of our services.