Complaints Procedure
ASTLE PATERSON SOLICITORS
Our Complaints Policy
At Astle Paterson, we’re committed to providing excellent service. If you’re not happy with any aspect of the service you’ve received, please let us know as your feedback helps us improve. Below is our formal complaints process, designed to be fair, transparent, and easy to follow.
- Step 1: Talk to Us First
If something isn’t right, please speak with the lawyer handling your matter. Many issues can be resolved quickly and informally at this stage.
- Step 2: Making a Formal Complaint
If you’re not satisfied with the outcome or would rather not speak directly to your lawyer, you can make a formal complaint.
Please send your complaint in writing (email is of course sufficient) to:
Liam O’Shea
Complaints Director
📍 Astle Paterson, Clay House, 5 Horninglow Street, Burton upon Trent, Staffordshire DE14 1NG
📞 01283 531366
📧 loshea@astlepaterson.co.uk
When submitting your complaint, please include:
- Your full name and contact information
- Details of your complaint (including key dates, who was involved, and any supporting documents)
- What outcome you’re hoping for
Please don’t worry – making a complaint will not affect how we continue to handle your case.
If you require this complaints procedure in an alternative format or need assistance in making a complaint, please let us know and we will do our best to help.
- What Happens Next
Acknowledging Your Complaint
- We’ll confirm we’ve received your complaint within 7 working days
- We’ll let you know who is handling your complaint and how to contact them
Investigating the Complaint
- We’ll look into your concerns fairly and thoroughly
- We may contact those involved and review relevant documents
- We’ll work to find a solution that addresses your concerns
Responding to You
- You’ll receive a written response from us within 8 weeks of your complaint
- We’ll explain what we found and any steps we’re taking to resolve the issue
- If we need more time, we’ll let you know and provide a new timeline
- Still Not Satisfied?
If you remain unhappy with our final written response, you may refer your complaint to the Legal Ombudsman.
Legal Ombudsman contact details:
📮 PO Box 6167, Slough SL1 0EH
📞 0300 555 0333 (Mon–Fri, 9am–5pm)
📧 enquiries@legalombudsman.org.uk
🌐 www.legalombudsman.org.uk
The Legal Ombudsman will normally expect complaints to be referred to it:
- within six months of our final written response to your complaint;
- no later than one year from the date of the act or omission being complained about; or
- no later than one year from the date when you should reasonably have known there was cause for complaint.
The Legal Ombudsman has discretion to accept complaints outside these time limits where it considers it fair and reasonable to do so.
Using the Legal Ombudsman service is free.
Before the Legal Ombudsman will investigate a complaint, it will usually expect you to have given us the opportunity to resolve the complaint through our internal complaints procedure.
Making a complaint or referring a complaint to the Legal Ombudsman will not affect how we deal with any ongoing legal work for you.
- Complaints About Conduct
If your complaint concerns our service, the Legal Ombudsman is normally the appropriate body. If your concerns relate to serious misconduct, dishonesty, discrimination or breaches of Solicitors Regulation Authority (SRA) regulatory requirements, you may also report the matter to the SRA.
SRA contact details:
📮 The Cube, 199 Wharfside Street, Birmingham, B1 1RN
📞 0370 606 2555
🌐 www.sra.org.uk/consumers/problems/report-solicitor
- Other Information
We are not obliged to participate in an alternative dispute resolution scheme operated by an ADR provider and do not currently do so. If your complaint remains unresolved, the Legal Ombudsman is the appropriate body to contact.
We take all complaints seriously and review them to improve our service. Your feedback is always welcome and appreciated.
Liam O’Shea, Complaints Director, Astle Paterson Limited
25th June 2026
