Ackroyd Legal


Complaints Procedure

Customer service is the focus of everything we do  
At Ackroyd Legal we understand using legal services can be daunting. Therefore, we strive to make the process as straightforward and personable as we can. We aim to deliver a first-class service every time and want your experience with us to be positive. We welcome complaints as an opportunity to review and improve our service. If something is wrong, we are committed to investigating your matter fairly and transparently in order to reach a resolution that is to your satisfaction.  

How to Raise a Complaint 
If you are in any way dissatisfied with the service you have received, we would like to hear from you immediately. In most cases, a problem can be resolved by speaking with our dedicated Client Services team.  

You can contact the client services team either by phone or by filling out a complaint form on our website.

If you are experiencing any issues that your file handler is unable to resolve, please contact the file handler’s line manager.

If you wish to escalate the matter further, please email info.sa@ackroydlegal.com.

 If you are unsatisfied with the replies received, please contact the legal ombudsman.

If you choose not to follow our complaints procedure, we reserve the right to reject your complaint.

What We Need to Know  
To process your complaint efficiently, it would be helpful if you could provide us with the following. Information:  

  • Your name and contact details  
  • Reference Number  
  • Your Concerns 
  • How you would like to reach a resolution 

How we aim to resolve your issue 

  1. If you contact us by phone and a member of our complaint team is available, we will attempt to resolve the issue on the call. If no one is available or the matter cannot be resolved over the phone, the call will be logged with our complaints team  
  2. Once the complaint is logged, you will receive a confirmation email confirming we have received your complaint and we will begin to investigate the matter.  
  3. We will investigate your complaint and aim to reach a resolution within the 8-week guideline set by the legal ombudsman. However, we will keep you informed should we not reach this guideline.  
  4. It’s important that we address your concerns. If you remain unhappy after hearing from us again, please discuss any further issues with the client services team, who can provide guidance about whether you can refer your complaint to an Ombudsman Scheme  

Ombudsman Schemes  

From 1 April 2023, the time limits for referring a complaint to the Legal Ombudsman will be not later than: (1) one year from the date of the relevant act or omission which is being complained about, or (2) one year from the date when the complainant should have realised that there was cause for complaint.

We will always be happy to discuss your concerns further prior to you taking this step, so please do contact us to discuss it.  

How to contact the Legal Ombudsman:  
Phone: 0300 555 0333 
Email: enquiries@legalombudsman.org.uk 
Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

When and how to reach out to the SRA  
The Solicitors Regulation Authority (SRA) can help 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 other characteristics. 

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority. 

The SRA deals with cases where firms or those it regulates have breached the SRA Principles. As above, complaints should initially be sent to the Legal Ombudsman if you’re unable to resolve your complaint with us first. If the Legal Ombudsman thinks your case involves a breach of the SRA’s Principles, they will refer your case to the SRA. Likewise, if you report a solicitor to the SRA for poor service, they will refer you to the Legal Ombudsman. 

The contact details for the Solicitors Regulation Authority are set out below: 

The Solicitors Regulation Authority  
The Cube, 199 Wharfside Street, Birmingham, B1 1RN  
Telephone: 03706062555  
Fax: 01216161999  

SRA Complaints Page