As a small firm we try to develop lasting relationships with our clients and in so doing engender an environment within which clients should be comfortable in raising any concerns with the lawyer concerned immediately.

AVAC is founded upon its reputation in developing a strong customer focus and client relationship, and therefore it is of paramount importance to the Director that AVAC is able to promote an environment in which clients are comfortable in raising issues as they arise. However, complaints do happen and this complaints guidance is for the benefit of all existing clients, and prospective clients to underpin the ethos of the firm in developing an open and mutually beneficial relationship built upon mutual trust, integrity and confidence.

If therefore you have any concerns at any stage about the way we have undertaken work on your behalf, please raise those concerns as soon as possible with the lawyer concerned. If you do not feel able to discuss the matter with him or her, then please contact their supervising officer who will be named in your engagement letter, because we are a small firm this might be someone independent and potentially from another firm of solicitors.

The supervising officer will acknowledge your complaint in writing and give you a time scale for responding to your complaint, adapting the following procedure to suit the circumstances. The supervising officer will either deal with the matter or ask another senior lawyer to do so, if that is more appropriate and if necessary, and where it is in the best interests of the client engage an independent consultant to undertake any necessary investigations in accordance with our duties of care.

Most complaints that we receive are resolved in this way.

In the event that you feel unable to speak with either the lawyer concerned, Angela Vodden or the nominated supervising partner, or are not satisfied with the response, and If your complaint has not been resolved to your satisfaction within 8 weeks, you can contact the Legal Ombudsman.  You must refer your concerns to the Legal Ombudsman within six months of our final response to you.  Any complaint to the Legal Ombudsman must be made within one year of the date of the act or omission about which you wish to complain, or within one year of the date of you realising there was a concern.

It may be that the Legal Ombudsman is unable to deal with your complaint. If in doubt you should contact the Legal Ombudsman on 0300 555 0333 or by email:  [email protected] or by writing to the Legal Ombudsman, PO Box 6167, Slough,SL1 0EH or visit their website www.legalombudsman.org.uk

The Solicitors Regulation Authority can help you if you are concerned about our behaviour.  This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or characteristic.  You can raise your concerns with the Solictors Regulation Authority.

Complaints should however be sent initially to:

Angela Vodden - Director and responsible for Risk and Compliance.
9 Bartle Court Business Centre, Rosemary Lane, Bartle, Preston, PR4 0HF

Please follow this link to open a copy of our Complaints Handling Policy