Complaints Procedure

Last updated September 09, 2024

We aim to provide a high-quality service to all of our clients at all times. If you have any concerns with our service, the level of our fees, or with the way in which we have dealt with any matter we have worked on, please first contact your usual contact at Avantia Law Limited.

We treat complaints very seriously and make every effort to deal with them effectively. We will investigate your complaint, and respond fully as soon as possible. Your complaint will be handled directly by our Chief Executive Officer or our Compliance Officer.

We aim to acknowledge your complaint within two working days from the date of receipt and send an initial response within 10 working days. Should a substantive response be required, we aim to send this to you within 20 working days. If, for any reason, we are unable to respond fully within 20 days we will tell you why, and when we expect to reply to you in full.

We aim to resolve your complaint as quickly as possible and in any event within eight weeks from the date of receipt.

If you do not believe that we have responded to your complaint within a reasonable time, or you are not satisfied with the response, you should contact the Legal Ombudsman. The helpline number is 0300 555 0333, and the address is PO Box 6806, Wolverhampton, WV1 9WJ. If you are calling from overseas, the contact telephone number is +44 (0)121 245 3050. You can email the Legal Ombudsman at enquiries@legalombudsman.org.uk.

A six-month time limit, from the date of our final response, normally applies to complaints to the Legal Ombudsman. Usually complaints must be made to the Legal Ombudsman within six years of the date of the reason for the complaint, or within three years of discovery of the reason for the complaint.

Please note that the service provided by the Legal Ombudsman is only available to certain types of clients/organisations. Further details of those eligible for the service can be found on the Legal Ombudsman's website. Alternatively, you should contact the Ombudsman on the helpline number given above.