Complaints Policy

Complaints Policy

Nathon Aaron Solicators are dedicated to delivering a high-quality legal service to all our clients, and we actively address any issues or concerns that may arise. This commitment to resolution and improvement is underscored by our annual review of received complaints.

This policy outlines the procedures for handling formal complaints. If you believe your concerns could be better addressed by communicating with the members of the firm representing you, please contact them initially, noting that such communication does not constitute a formal complaint. You may utilise this policy at any time, and doing so will not impact the instructions and services we provide, although it may, in certain cases, give rise to a conflict of interest, as explained below.

Complaints may pertain to any actions or omissions on our part, ranging from advice provided, including legal and financial services, to the quality of service and billing matters.

Upon lodging a complaint, we will adhere to the procedures outlined in this Complaints Policy.

What to do if you have a complaint:

If you have a complaint, kindly address it in writing to The Complaints Team, Nathon Aaron Solicators, 111B Rushey Green, Catford, London, SE6 4AF. Your letter should provide comprehensive details of the complaint, outlining the issues and the desired remedy. Enclose all relevant correspondence or documentation supporting your complaint. We recommend using special delivery to ensure acknowledgment of receipt.

This Complaints Policy applies to all complaints, including those raised by non-client parties. Non-clients should be mindful that client confidentiality and data protection rules may influence our response.

Complaints and Conflicts of Interest:

As a regulated firm of solicitors, we adhere to professional rules, necessitating avoidance of actions leading to conflicts of interest. Such conflicts may arise when our duty to act in your best interests conflicts with our own interests, especially in response to a raised complaint, potentially requiring a different approach.

This does not affect your right to make a complaint. However, be aware that in certain circumstances, we may be unable to continue representing you on the matter after a complaint is lodged. We will communicate this to you and discuss alternative courses of action, considering our overriding duty to comply with professional rules.

Processing Your Complaint:

Upon receiving your complaint, we will acknowledge it within five clear working days, enclosing a copy of this Complaints Policy.

We will initiate an investigation, assigning your complaint to an appropriate person in our Complaints Team, who will independently review your file and engage with relevant individuals, including those named in the complaint.

Within eight working days of receiving your complaint, if deemed beneficial, we will propose a resolution telephone call.

If a resolution is not reached via telephone or deemed inappropriate, within eight weeks of receiving your complaint, we will provide written findings, potentially including a suggested solution.

We aim to deliver our final determination letter within eight weeks of receiving your complaint.

Note: In reasonable circumstances, we may extend the outlined timescales, informing you in writing with a reasonable explanation, such as investigating multiple complaints or delays in contacting crucial witnesses.

Escalation to Legal Ombudsman:

If dissatisfied with our final determination letter or if the complaint remains unresolved after eight weeks, you may refer the matter to the Legal Ombudsman. Refer to the Ombudsman’s website for service restrictions.

Additional Options:

If necessary, you may object to our bill through a court assessment under Part III of the Solicitors Act 1974. However, this may impact your ability to complain to the Legal Ombudsman, and unpaid bills may incur interest. Strict time limits apply, and seeking independent legal advice is advisable.

For non-clients, complaints may be possible in specific circumstances, such as indirect involvement in a matter we handle for another person, resulting in loss or adverse consequences.

Concerns about our behaviour, including dishonesty, financial matters, or unfair treatment, can be addressed with the Solicitors Regulation Authority.

For further information or to contact the Legal Ombudsman, write to PO Box 6806, Wolverhampton WV1 9WJ, email at, or call 0300 555 0333 (minicom: 0300 555 1777).