Client Service

Complaints Procedure

How to raise concerns and our commitment to resolving issues

Our Commitment to Quality

ASA Solicitors is committed to providing high-quality legal services. We value your feedback and take all complaints seriously. If something has gone wrong, we want to know about it so we can put it right and improve our service.

How to Make a Complaint

If you are unhappy with any aspect of our service, please contact us as soon as possible. You can make a complaint by:

  • Email: complaints@premiumimmigration.co.uk
  • Post: Complaints Manager, ASA Solicitors, 123 Legal Street, London EC2A 4NE
  • Phone: 020 1234 5678

Please include your name, contact details, matter reference (if known), and details of your complaint.

What Happens Next

Stage 1: Acknowledgement

We will acknowledge your complaint within 3 working days and provide you with a copy of this procedure.

Stage 2: Investigation

Your complaint will be investigated by a senior member of staff who was not directly involved in the matter. They will review your file, speak to relevant staff, and consider the issues raised.

Stage 3: Response

We aim to provide a full written response within 14 days of receiving your complaint. If we need more time, we will let you know and explain why. Our response will:

  • Summarise your complaint
  • Explain our findings
  • Set out any action we will take
  • Offer a remedy if appropriate

Stage 4: Further Review

If you are not satisfied with our response, you can ask for a further review by a partner. Please let us know within 14 days of receiving our response if you wish to escalate your complaint.

The Legal Ombudsman

If you remain dissatisfied after we have dealt with your complaint, you may be able to refer it to the Legal Ombudsman. The Legal Ombudsman can investigate complaints about service issues with lawyers.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. You must refer your complaint to the Legal Ombudsman within six months of receiving our final response.

Contact details for the Legal Ombudsman:
Website: legalombudsman.org.uk
Email: enquiries@legalombudsman.org.uk
Phone: 0300 555 0333
Post: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ

Solicitors Regulation Authority

The Legal Ombudsman deals with service complaints. If you believe we have breached the SRA Standards and Regulations, you can report concerns to the Solicitors Regulation Authority (SRA). The SRA can investigate allegations of professional misconduct.

Contact details for the SRA:
Website: sra.org.uk
Phone: 0370 606 2555

Important Time Limits

You must bring your complaint to the Legal Ombudsman within:

  • • Six years from the date of the act or omission; or
  • • Three years from when you should reasonably have known there was cause for complaint

What We Can Offer

If we find that we have fallen short of expected standards, we may offer:

  • An apology
  • An explanation of what went wrong
  • Steps to put things right
  • A reduction in fees where appropriate
  • Changes to our procedures to prevent recurrence

Feedback

We welcome all feedback, positive and negative. If you have suggestions for how we could improve our service, please let us know.