Complaints Policy

I am committed to providing a high-quality service, however if something does go wrong, do let me know so that I have the opportunity to do something about it, and also make improvements for the future.

When dealing with your complaint I will

  • Treat you fairly, including looking into your complaint with an open mind

  • Handle your complaint in confidence

Of course making a complaint will not affect the service provided to you.

What I will do if you complain

  • I will acknowledge receipt of your complaint promptly – Please provide your full name and contact details. I will usually acknowledge your complaint within three working days.

  • I will investigate it fully. This is likely to involve reviewing the file and gathering further information from you. It is important that full details of what you think has gone wrong, and the outcome that you want.

  • Once I have investigated your complaint, I will try to answer your complaint within 21 days (unless further investigation is required in which case we will tell you when this is likely to be completed).You will receive a full reply as soon as reasonably practicable and no later than 8 weeks from receipt of your complaint.

  • When responding I will provide you with:

    (a) A clear statement on whose behalf I am responding;

    (b) An analysis of the work undertaken and the decision arrived at;

    (c) Where appropriate, any corrective action that has taken with regard to your situation;

    (d) Where appropriate, that the decision is a final decision and any rights and limitations you may have to ask a third party (for example, the Legal Ombudsman) to review the subject matter of the complaint and handling of it.

What if we do not handle your complaint to your satisfaction

If the complaint is not resolved to your satisfaction and you wish to involve an outside body, then you can contact the Legal Ombudsman service (on 0300 555 0333, This email address is being protected from spambots. You need JavaScript enabled to view it. or PO Box 6806, Wolverhampton, WV1 9WJ).

Whilst individuals have the right to complain to the Legal Ombudsman, certain others do not. In normal circumstances, the Legal Ombudsman expects you to allow us eight weeks to try to resolve your complaint before contacting them, and complaints should be made within six months of the date of the conclusion of our own complaints procedure.

Normally, you will need to bring a complaint to the Legal Ombudsman within 6 years of the act or omission about which you are complaining occurring (or if outside this period, within 3 years of when you should reasonably have been aware of it).  For more information on complaint procedures, you can download the Legal Ombudsman’s leaflet called “Making a complaint” from the Legal Ombudsman’s website at

You may be entitled to have the fees that we have charged assessed by the Court in accordance with Part III of the Solicitors Act 1974. If you do so, the Legal Ombudsman may not consider a complaint about our fees.

© 2013 Copyright, Achor Employment Law Consulting Ltd
12 Hamilton House, Amherst Road, Tunbridge Wells, TN4 9LQ
Landline: 01892 278 403, Mobile: 07905 626 252
Email This email address is being protected from spambots. You need JavaScript enabled to view it.
Solicitors Regulation Authority Number: 570474

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