Complaints procedure

We want to get things right. If something has not gone as you expected, please tell us: making a complaint is free and will not affect how we handle your matter.

1. How to complain to us

You can complain in writing, by email or by phone, in English or Spanish, to Sttifler Jenkyns:

Email: inf@acerprimelaw.com
Post: 7a Alkmaar Way, Norwich NR6 6BF, Reino Unido
Phone: {{TELEFONO}}

If you need any adjustment to make your complaint (for example because of a disability, or because you prefer a particular format), please let us know.

2. What we will do

We will acknowledge your complaint in writing within 5 working days, telling you who will investigate it.
We will investigate by reviewing your file and, if needed, ask for more information or offer a meeting.
We will send you a written final response setting out our conclusions and any proposed remedy within 8 weeks of receiving your complaint.

3. If you are not satisfied: the Legal Ombudsman

If you are unhappy with our final response, or 8 weeks have passed without your complaint being resolved, you can refer it to the Legal Ombudsman, an independent and free service that looks at complaints about the service provided by lawyers.

Time limits for referring to the Legal Ombudsman:

within 6 months of our final response, and
no more than 1 year from the date of the act or omission you are complaining about, or no more than 1 year from when you should reasonably have known there was cause for complaint.

If these time limits are not met, the Legal Ombudsman may not be able to accept your complaint.

Legal Ombudsman contact details

Website: www.legalombudsman.org.uk
Phone: 0300 555 0333 (from outside the UK: +44 121 245 3050)
Email: enquiries@legalombudsman.org.uk
Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

The Legal Ombudsman can deal with complaints from individuals and from some very small businesses, charities, clubs and trusts.

4. Professional conduct: the SRA

The Legal Ombudsman deals with service quality. If you think we have acted dishonestly or in breach of professional rules (for example, in how your money was handled), you can raise this with the Solicitors Regulation Authority: how to report a solicitor to the SRA.

5. Complaints about our bill

If your complaint is about our bill, you may also have the right to ask the court to assess it under the Solicitors Act 1974. If you start that process, the Legal Ombudsman may not consider the complaint.